5+ years of configuration/development experience with complex SaaS/CRM platforms.
Expertise in at least one major CRM/workflow platform:
Salesforce Sales/Service/CPQ (Apex, Flows, Lightning)
Pega CRM/Case Management (Case Designer, Decisioning, App Studio)
ServiceNow workflows (Flow Designer, Script Includes, IntegrationHub, UI Policies)
Microsoft Dynamics 365, Oracle CX, or SAP CX (valued as complementary).
Strong understanding of CRM business processes: lead-to-cash, service management, CPQ/CLM, field service.
Experience with integration technologies (REST/SOAP, JSON, SSO, LDAP, ETL, middleware).
Demonstrated ability to influence and consult with stakeholders, offering solution options with pros/cons.
Excellent communication and collaboration skills; ability to work with diverse global teams.
Certification Requirements
ServiceNow Certified System Administrator (CSA) – required within 60–90 days of hire if not already certified.
At least one Certified Implementation Specialist (CIS) certification in CSM, FSM, or SOM – required within the first 6–12 months of hire, depending on project alignment.
Continued professional growth through additional ServiceNow certifications (e.g., App Dev, CPQ/CLM once available) encouraged and supported.
Preferred
ServiceNow certifications: CSA (required or within 60 days), CIS-CSM, CIS-FSM, CIS-Sales, App Developer.
Salesforce certifications (Admin, Service/Sales Cloud, CPQ Specialist) or Pega certifications (CSA, CSSA).
Familiarity with NowCreate methodology and Agile delivery practices (Scrum/SAFe).
Experience with AI/GenAI solutions (chatbots, NLP, AI agent orchestration).
Industry expertise in telecom, financial services, insurance, or public sector (lighthouse verticals).
Level Differentiation
Senior Technical Consultant
Configures and delivers technical solutions within assigned scope (flows, integrations, CPQ/CLM modules, AI agents).
Partners with Business Process Consultants to ensure technical alignment with business requirements.
Focuses on unit testing, defect resolution, and delivering high-quality, well-documented configurations.
Typically 3–7 years of hands-on SaaS/CRM technical delivery (ServiceNow, Salesforce, Pega, or similar).
Holds foundational certifications (ServiceNow CSA, Salesforce Admin/Platform Dev, Pega CSA) and is building depth across integrations and advanced modules.
Principal Technical Consultant
Serves as the technical authority on engagements, guiding solution design, integrations, and platform best practices.
Advises customers on configuration vs. customization and ensures long-term scalability and adoption of NowNext CRM solutions.
Oversees multiple Senior Consultants and partner resources, driving solution quality across workstreams.
Typically 8–12+ years of enterprise SaaS/CRM technical delivery experience with deep expertise across multiple platforms (ServiceNow, Salesforce, Pega).
Holds advanced certifications (ServiceNow CIS-CSM/FSM/Sales, App Dev; Salesforce CPQ Specialist/Dev; Pega CSSA) and contributes to reusable assets and accelerators.
Success in this Role Looks Like
You deliver high-quality technical solutions on time, aligned to scope and best practices.
You drive measurable business outcomes, such as:
Reduced lead-to-cash cycle time.
Increased % of requests resolved by AI agents.
Improved service metrics (CSAT, FCR, MTTR, field first-time-fix).
You act as a trusted advisor to customers and partners, guiding them to adopt ServiceNow best practices.
You collaborate seamlessly with project teams and mentor customer/partner technical staff.
Why Join Us?
As part of the NowNext CRM Execution Team, you’ll be at the forefront of reshaping CRM with AI-powered workflows. You’ll apply your Salesforce, Pega, or ServiceNow expertise to build innovative, outcome-driven solutions that redefine how enterprises manage customer engagement. This is a chance to make a direct impact on lighthouse customer success and help establish the future of the CRM category.
