Solutions Architect

With over 140 years of innovation and service excellence, Burroughs keeps technology running for some of the largest financial institutions and retailers across North America. Through our North American network of field service professionals and digital support teams, we deliver full lifecycle management for payment and transaction automation, self-service, robotic, and IoT technologies—ensuring our customers experience maximum uptime and performance every day.

At Burroughs, we believe in growing our people as much as we grow our technology services. Many of our leaders began their careers in the field, and their success stories continue to inspire new generations of technicians, engineers, and support professionals. Our work is diverse, dynamic, challenging, and rewarding—but for those with curiosity, integrity, and a drive to learn, Burroughs is a place to build a lasting and meaningful career.

Job Summary

The Solution Architect is a presale role that supports Sales, Product, Field Service and Finance to bring new, profitable business to the company. The Architect will translate customer requirements into cost-effective solutions and develop offers/programs for winning and repeatable business. In addition, the Architect will participate in and lead strategic initiatives within the Product Organization. The Architect will provide leadership, vision, and management to the Product Organization, exhibiting best practices to be emulated by peers and cross-functional work partners alike.

Essential Functions/Key Responsibilities:

Serve as the organization’s CRM (Customer Relationship Management) expert, providing strategic guidance and hands-on oversight of system administration, configuration, and optimization.

•

• Manage user roles, permissions, system settings, and security protocols

• Oversee system updates, releases, and integrations with other business applications

• Maintain data quality through governance, auditing, and standardized data-entry practices

Lead the development and enforcement of CRM best practices, ensuring consistency and alignment with organizational goals.

• Define and document CRM workflows, processes, and usage standards

• Establish governance frameworks to promote effective and compliant CRM utilization

• Monitor system performance, identify improvement opportunities, and recommend enhancements

Provide training, documentation, and ongoing support to CRM users and cross-functional teams.

• Develop and deliver user training, onboarding materials, and job aids

• Serve as the primary escalation point for CRM support and troubleshooting

• Coach teams on CRM usage to improve adoption and operational efficiency

Provide standard and novel presale research and solution development services in support of quotations and proposals

Lead quotation/proposal function for newly developed services

Analyze complex business problems related to technology, business process, and/ or CRM workflow to formulate and develop new or streamlined solutions. Present findings and alternative solutions to small or large groups including all levels of team members.

Drive scope & price initiatives with internal partners for solution enablement and final customer proposal

Participation in evaluation new revenue-generating and cost-saving applications

Exceptional ability to diagnose and solve problems while working under pressure to meet aggressive deadlines

Escalate complex and/or significant issues to higher levels for resolution

Proactively learn new technologies and make recommendations to senior management

Assist with the creation of repeatable solutions of less complexity/higher value for customers

Lead group discussions and engage stakeholders from all functional areas of Burroughs’ business, and communicate effectively, both verbally and in writing, in one-on-one and group settings.

Manage vendor relationships relevant to new service offerings, including outsourced service providers, to ensure Burroughs receives the best possible value, service, and support

Participate in strategic planning & solution road-mapping activities, driving assignments through investigation to analysis to closure

Ability to keep the big picture in mind while focusing on complex details and relationships

Analytical with good judgment, a well-organized problem solver who can prioritize

Knowledge, Skills and Abilities:

Strong leadership and decision-making skills

Ability to motivate teams

Ability to communicate messages across the organization

Comprehensive understanding of Burroughs business and the related industries

Strong business acumen, ability to interpret financial data, contract negotiation skills

Strategic thinking

Client-facing skills and experience

Education and Experience:

Bachelor’s Degree in Business Management, Marketing, Engineering or equivalent experience with a demonstrated technology focus

7-10 years experience for a payment and transaction technology company in a customer-facing role and an internal

2+yr experience in designing services and service packages

2+yr experience creating financial quotations with P&L design & negotiation

Demonstrated writing and presentation ability in Word, PowerPoint, Excel, and Visio

Physical Requirements and Working Conditions:

This is largely a sedentary role, requiring use of typical office equipment such as a computer, laptop and cell phone.

This job operates in a professional office environment

10%+ Travel Requirements

*Salary commensurate upon skill set, experience, and competency in similar role(s). This position is eligible for an Annual Incentive Plan within company guidelines.

Burroughs is an Equal Opportunity Employer and Drug Free Workplace. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.