CX / Customer Service Architecture Consultant (Short-term, High-impact)
We are looking for a senior consultant to design the end-to-end architecture of our customer service stack.
This is not an implementation role.
This is not a Salesforce / HubSpot setup project.
This is not about “connecting tools”.
Context
Our customer service currently operates across multiple systems:
HubSpot (CRM)
Front (Email)
Intercom (WhatsApp, Messenger, Instagram, Web chat)
Aircall (Telephony)
Jira (Exceptions and unresolved cases)
The result today is fragmented conversations, unclear ownership, duplicated context, and operational noise.
We are looking for someone who can step back, analyze the full picture, and design the right operating model and system boundaries before any technical execution begins.
What you will do
Map the current state (As-Is) of customer communication and data flow
Define the target architecture (To-Be):
System of Record vs System of Action
Where conversations should live
How customer identity is unified across channels
Define a canonical data model (customer, conversation, case, booking, ownership)
Design routing, prioritization, SLA, and escalation logic
Clearly define the role of:
HubSpot
The CS platform (tool-agnostic: Front / Intercom / Zendesk)
Telephony
Jira (only when truly needed)
Deliver a clear, opinionated architecture document we can execute against
Deliverables (non-negotiable)
As-Is and To-Be architecture diagrams
Written decision rationale (why each system owns what)
High-level canonical data model
Workflow and escalation logic
Phased transition / cutover plan
Clear assumptions and open questions
What we are explicitly NOT looking for
Please do not apply if you mainly:
Implement or configure tools (Salesforce, HubSpot, Zendesk, Intercom, etc.)
Focus on APIs and integrations before defining ownership
Describe your work mostly as “I built”, “I configured”, or “I connected”
Propose solutions before asking architectural questions
We already know how to build.
We need help deciding what should be built, and why.
Ideal background
CX / Customer Operations Architect
Omnichannel Service Architecture
CRM + Support stack strategy (not tool-specific)
Experience designing operating models for CS and Ops teams
Comfortable saying “this system should NOT do this”
Apply Now
Apply Now