CRM & Integration AI-driven Architect

Job Title: CRM & Integration AI-driven Architect
Job Grade: JG4
Department: Digital & Technology
Location: Shanghai, Bangkok, or Phuket (Hybrid)
Reports To: Head of Digital & Technology
Job Purpose: Serves as the internal design authority and lead implementation for Banyan Group’s CRM and integration technology landscape. Owns the architectural vision across CRM and integration based currently on Salesforce (Marketing, Data, Loyalty, and Service Cloud) and MuleSoft platforms — ensuring scalable, secure, and vendor-independent architecture across 100+ hotel properties globally. Guides internal staff and external delivery partners, leveraging AI tools as a force multiplier to accelerate technical design and secure implementation while ensuring governance.
KEY RESULT AREAS
Major Areas of Accountability
1. Acts as the internal design authority for Banyan Group’s CRM and integration landscape, owning all architectural decisions across the technological stack (Salesforce and MuleSoft platforms). Important note: Salesforce and Mulesoft are the existing technologies but the role may suggest in a few years time to move to other stack, expertise must therefore be more on CRM and integration patterns than just focused on Salesforce and Mulesoft.
2. Builds internal governance and architecture / implementation capability through AI-driven software engineering to reduce Banyan’s dependency on external vendors and implementation partners.
3. Leverages on AI coding assistants (Claude or equivalent) as a core part of daily work — generating design options, code drafts, and documentation, then applying expert judgment to validate and own the outputs.
4. Ensures all platform decisions embed data privacy requirements, including GDPR, PDPA, and PIPL compliance.
5. Serves as the Group’s accountable design authority: no significant CRM or integration change proceeds without architectural review and sign-off.
Architecture & Technical Design Authority
1. Owns the architectural vision for the CRM and integration landscape — defining current-state documentation and target-state design across Salesforce (Marketing, Data, Loyalty, Service Cloud) and MuleSoft.
2. Leads technical design sessions; produces and maintains architecture diagrams, data flow documentation, and decision records as living artefacts.
3. Defines scalable data models, integration patterns, and API contracts aligned to enterprise standards and long-term platform flexibility.
4. Identifies technical debt, anti-patterns, and architectural shortcuts early — producing a prioritised remediation backlog and tracking resolution.
5. Reviews and approves (or formally challenges) solution blueprints created with AI or from external vendors before any implementation work begins.
Integration & Data Architecture
1. Governs the integration landscape between Salesforce and hotel PMS systems (Opera Cloud, Opera On-Premise, Opera 5), booking engines, spa and F&B platforms, and third-party vendors across 100+ properties.
2. Defines and enforces integration design standards: consistent error handling, idempotency, auditability, and data residency controls across all MuleSoft flows.
3. Owns identity resolution and deduplication standards for the guest profile ecosystem, ensuring a single, reliable guest record across all downstream systems.
4. Oversees data flow design for real-time and batch processing, ensuring consistency and integrity between CRM, Data Cloud, and operational systems.
Security, Compliance & Governance
1. Collaborates with Corporate IT and Cybersecurity to ensure the platform meets Group security standards, including VAPT remediation scheduling, access control design, and data residency requirements.
2. Defines and enforces least-privilege access models across Salesforce profiles, roles, permission sets, and MuleSoft credentials.
3. Proactively identifies and escalates compliance risks — particularly around guest PII handling, cross-border data flows (including PIPL for China), and AI connector data exposure.
4. Maintains a compliance risk register for the CRM and integration platform, reviewed quarterly with Legal and the Corporate IT team.
Hands-On Platform Evolution
1. Owns and delivers bounded platform changes end-to-end: scoping impact, designing safely, executing across Salesforce and MuleSoft, testing, and documenting — with AI assistance but under personal judgment and ownership.
2. Applies full SDLC discipline: sandbox-first development, AI-generated code or configuration reviewed before deployment, regression testing, documented release, and a rollback plan.
3. Uses AI tools to generate DataWeave transformations, Apex code, Flow logic, and configuration scripts as starting points — then applies technical depth to validate correctness before any change reaches production.
4. Maintains a clear boundary between changes deliverable independently, changes requiring external delivery support, and changes requiring a full architectural review before work begins.
D. GENERAL
1. Instils and broadens the understanding of Banyan Group’s values and digital transformation ambitions across technology and operations teams.
2. Contributes to building a culture of technical excellence, knowledge transfer, and platform ownership within the Digital & Technology function.
3. Communicates complex architecture and data concepts clearly to non-technical stakeholders, including property operations and senior leadership.
4. Stays abreast of emerging technologies, integration patterns, and platform developments relevant to Banyan’s hospitality and loyalty context.
5. Supports the Group’s responsible AI usage guidelines, ensuring AI tools are used in a manner consistent with data privacy and governance obligations.
E. PERFORMANCE EVALUATION CRITERIA
1. Quality, soundness, and long-term defensibility of architecture decisions across CRM and integration domains.
2. Effective oversight of external delivery partners — including early identification of technical gaps, anti-patterns, and delivery risks.
3. Measurable reduction in vendor dependency through internal runbooks, documentation, and capability building.
4. Compliance posture across GDPR, PDPA, and PIPL — with no significant data governance incidents attributable to platform design.
5. Platform stability and integration reliability across live hotel operations.
6. Effective and responsible use of AI tools as a force multiplier — accelerating output without compromising quality or security.
7. Quality and timeliness of technical documentation: architecture diagrams, decision records, integration specs, and runbooks.
Monthly salary: SGD 13,000 – 15,000 (gross)
If you are interested in this position, please send your English CV to Deanna.Lim@groupbanyan.com.