CX / Customer Service Architecture Consultant

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 tot his job