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Technology Specialist - Product Architect - Customer Service/Call Center [Dynamics 365 CE]

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!


Would you like to meet the Team, see our office and much more? Visit our website: Heineken (

We're looking for an experienced Solution Architect that can take ownership of the technology stack that supports our customer service (CS) function(s). This is a multi-faceted (fun 😊) challenge where you need to ensure the continuation of existing CS solutions, defining the architecture for our new stack and guiding the re-platforming/transition of these stacks.

Together with the Product Owners, Development Lead(s), and development teams, you're redefining how our country organizations (OpCo’s) will further digitize their customer service teams. All of this to support the success of our first truly global B2B brand: eazle.


Your responsibilities would include:


  • ensuring the stability and performance of existing application stacks (Salesforce, Microsoft, Genesys, etc.) to ensure the continuation of our business
  • understanding, defining, and extending the “to-be” tech stack and leverage existing technologies from other stacks, smartly repurposing deployed ones, and introducing new ones (including telephony infra)
  • defining how we will balance the needs of decomposing services versus leveraging platform-based advantages while taking into consideration stack resilience, reusability, and time to market
  • creating PoC’s, defining solutions for key features and being able to hand them over/give guidance to developers and address their concerns (be diligent, document, high quality, async)
  • ensuring the stack and development practices meet all Enterprise Architecture prerequisites (i.e., performance, security, privacy, automation, documentation, EDM compliance)
  • setting up, operating, and improving end-to-end monitoring of the application stack including infrastructure-, integration-, application performance and user sessions (incl. defining key metrics and notifications)
  • leading the relationship with technology partners and own the capability, license, and budget implications of the contracts we have with them (incl. leveraging their experience for key decisions)
  • and any other task assigned by TL within the scope of functional responsibilities.



You are a good candidate if you have:


  • Bachelor’s or Master’s degree with a technical “twist”
  • minimum of 5 years of relevant working experience
  • experience with Microsoft Dynamics (CE) development (focus on service but ideally more components) and Microsoft Azure development (i.e. Power platform, Azure monitor, PowerBI, Data lake)
  • knowledge of integration development (i.e. REST, SOAP, PubSub, technologies (Mulesoft, Boomi)) and infrastructure set up (i.e. Azure app services, firewalls, env strategy, CDN, WAF)
  • experience with Telephony/routing development (i.e. Genesys PureCloud, Microsoft voice, softphones)
  • hands-on usage of  Dev(Sec)Ops set up and improvement (i.e. CI, CD, Infra as code, microservices, culture)
  • knowledge of application lifecycle management (i.e. Development standards, version control, monitoring, etc.)
  • hands-on experience with the end-to-end process of software development (i.e., development and release process)
  • excellent written and verbal English
  • relentless curiosity and willingness to learn
  • reliability and diligence when working with others
  • empathic and stakeholder-sensitive approach (i.e., able to bring people on board)
  • coaching and guidance mindset to development/DevOps engineers 
  • ability to define and convey an architecture vision/roadmap
  • ability to work with senior stakeholders with varying technical expertise.

You are a perfect match if you also have:


  • familiarity with Salesforce Service Cloud and related
  • familiarity with Microsoft Azure offering, specifically Platform as a Service (PaaS) products such as Azure App Services
  • working knowledge in related technical frameworks and tools such as Typescript/Javascript, Json, CLI (Docker, Powershell)
  • experience with security tooling like SASTs and DASTs, and approaches such as Penetration tests and access monitoring
  • knowledge of composable and headless architectures (ideally incl. carving out services and/or building them from scratch)
  • experience with event monitoring tools (i.e., NewRelic & Splunk)
  • SQL & excel skills.


Job Segment: Call Center, Information Technology, IT Architecture, Developer, Solution Architect, Customer Service, Technology

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