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Business Domain Architect

Mercedes-Benz Customer Assistance Center Maastricht
Mercedes-Benz Customer Assistance Center Maastricht
  • Maastricht
  • 40 uur
  • HBO - WO

Business Domain Architect

The organisation

Our home base is the Mercedes-Benz Customer Assistance Center Maastricht , which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.

1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.

The CDC has grown from the local IT Provider for the Mercedes-Benz Customer Assistance Center (CAC) to the Global Service Provider for the core CRM Ecosystem of Mercedes-Benz worldwide. Our Eco system consists of a CRM System, Telephony, Call and screen recording and knowledge management systems. Since our expansion that ended in 2019, we cover 54 countries, supporting 20.000 dealers, 3000 call agents and 600 local back office employees that make use of our Ecosystem worldwide. As Mercedes-Benz is a company on the move we are currently involved in a transition of our Ecosystem into a complete new environment, in addition to that we are involved in an outsourcing deal for IT Infrastructure.

The function

Per August 2021, Mercedes-Benz outsourced all IT Infrastructure services to an external company, which acts as partner for the Mercedes IT strategy “Twice as Fast (TAF)”. Since then, the team of ITT/MG took the roles of Business Accelerators, instated to insure a smooth transition and create advantage on getting value for money, to keep knowledge on board and act as a man in the middle for a good transition and guaranteed service level within the financial, technical and quality levels as defined and agreed.

  • Some of the products that the BA team delivers are:
    • Business partner management
    • Application Transformation and Operation [Experts in cloud/Technical assistance/Ecosystem focus]
    • Advanced Cloud enablement & application performance monitoring concepts
    • Application Integration, optimization and securing cost efficiency

The responsibility of the Business Domain Architect is to develop the long-term technology vision for regional business divisions, operating within the conceptual boundaries defined by the Technology Strategists and Technology Domain and innovation architects. He / she has an in-depth understanding for the specific requirements and properties of a respective business division and shapes the innovation agenda from an IT infrastructure perspective

 The function Business Domain Architect is responsible for understanding the demand for IT infrastructure and technology services, for closely collaborating with the business partners in specifying requirements into architecture and delivering solutions that leverage the highly standardized IT infrastructure platform services, provided by the TAF partnersIt enables business partners to get the best value from products and services provided by the TAF Partners as well as by internal units (e.g. Dynamic Platforms) for a specific division or customer need. Leveraging the business process know-how, it ensures that the solutions support the long-term strategies of the respective business partners Key tasks comprise the analysis of the infrastructure and technology demand for new products or applications from the business partner and the definition of suitable solutions based on products/ services provided by the TAF Partners. This function additionally identifies and ensures provision of products and services not covered adequately by the service portfolio of the TAF Partner Specialists working in this function have profound technical skills to provide stable architecture and solutions across technology domains and know concepts to transition applications on modern infrastructure stacks.

Tasks & Responsibilities:

  • Ensure coherent long-term technology roadmap for respective regional business divisions in collaboration with our central Technology Domain Architects and Technology Strategists ("business domain specific enterprise architect")
  • Align adherence of business domain specific solution architecture to enterprise architecture guidelines
  • Evaluate innovation initiatives from TAF Partners and ensure cross-alignment with other service providers


Key Values, deliverables

  • Business requirement specific architecture on modern hyperscaling platforms (Azure, AWS, CaaS, PaaS)
  • Application specific transformation paths for the legacy systems
  • Business division specific, long-term technology roadmap
  • Business division specific innovation agenda
  • Effective TAF Partner involvement to shape service portfolio regarding needs of business division
Professional Skills:
  • Experience in Systems design, enterprise architecture and development
  • Knowledge of business processes and core enterprise applications and management
  • Good knowledge of Software, Business process modelling techniques like UML
  • Expert Knowledge of Cloud platforms and architectures and experience on modern cloud-based platform operations
  • Proficient in Software engineering principles, Software Development Lifecycle and Requirement Analysis
  • Good knowledge of automation in quality assurance, integration, and deployment
  • Knowledge of DevOps
  • Knowledge of Service-oriented architecture, API design, RESTful web services, microservices and Distributed Architecture
  • Good understanding of IT security and data security
  • Proficient in agile methodology and principles
  • Fluent in programming languages like Java, Python, NodeJS
  • Basic knowledge of new technologies like Machine Learning, Big Data, Business Intelligence, Blockchain etc

Interdisciplinary Skills:

  • Technical leadership
  • Good problem-solving and creativity
  • Communication skills
  • Interpersonal and consultative skills
We offer

What do we have to offer you

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.


We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.

Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.

The procedure

Does this role fit your expectations for a new challenge, then please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.

For data privacy reasons, we can only accept applications via the above process.

For more information about this vacancy please contact Marie-Claire Scharis by email: [email protected]

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