Director, Business Systems and Integration
SugarCRM
Posted about 7 hours ago
SugarAI is redefining CRM for the age of AI.
We’re delivering on the original promise of CRM—turning fragmented customer and revenue signals into clear, prioritized action. Instead of more dashboards or surface-level insights, we help teams focus on what matters most and know exactly what to do next.
More than two decades after our founding, we’re entering a new chapter with clarity and momentum—building intelligent, intuitive solutions that work within the flow of how teams actually sell and serve. We’re focused on solving complex, real-world challenges where relationships, context, and precision make all the difference.
Our global team is united by a shared commitment to impact, ownership, and continuous growth. We create an environment where thoughtful ideas move quickly, where people are trusted to lead, and where flexibility supports how great work gets done.
If you’re excited to help shape what’s next in AI-driven CRM—and build technology that drives real outcomes—we’d love to meet you.
As Director, Business Systems & Integration at SugarAI, you will report to the VP, IT and lead the team responsible for our internal business applications, integrations, and the platforms that connect them. You will bring structure, scalability, and reliability to how Sugar’s systems and data operate across the company.
This role sits at the intersection of enterprise systems, integration architecture, and operational execution. You will modernize how systems connect, establish a clear integration strategy and governance model, and elevate the team’s ability to plan and deliver work with predictability and transparency.
You will also help shape how AI-enabled capabilities are introduced across Sugar’s internal systems and operational workflows. In this role, you will ensure the business systems and integration architecture can support intelligent automation, operational insights, and scalable AI-assisted processes, while also advancing how the iApps team uses AI to improve its own delivery, documentation, testing, support, and operational effectiveness.
This is a hands-on leadership role for someone who can operate both strategically and tactically setting direction while actively unblocking teams and driving execution.
Impact You Will Make in the Role (Key Responsibilities):
People Leadership & Team Development
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Lead, coach, and develop a tenured team through a period of operational transformation.
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Clarify roles, responsibilities, and ownership across the team.
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Build a culture of accountability and continuous improvement, with strong cross-functional collaboration.
Business Systems Ownership (CSI and Related Platforms)
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Own the administration, configuration, and roadmap for CSI (Sugar’s internal implementation of Sugar Sell and Sugar Serve), ensuring it reliably supports our go-to-market processes and data quality standards.
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Oversee customer and partner portals, ensuring reliability, performance, and alignment with business requirements.
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Serve as the internal subject matter expert on the CSI data model, partnering closely with data and analytics teams to ensure schema changes are well understood and downstream systems remain reliable.
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Define and enforce system-of-record principles, data ownership standards, and integration governance practices across business applications to ensure operational data remains consistent, reliable, and scalable.
Integration Strategy, Automation, and Platform Ownership
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Assess Sugar’s current integration landscape, including point-to-point APIs, embedded automations (e.g., Zapier/Tray), and manual processes, and establish a clear, scalable integration strategy.
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Define and implement a target integration architecture, including patterns, standards, and tooling that balance flexibility, reliability, and cost.
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Evaluate and rationalize integration tooling (which may include iPaaS, workflow automation platforms, or custom API-based approaches), making pragmatic build vs. buy decisions aligned to business needs.
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Establish and maintain a comprehensive integration inventory, ensuring every integration has clear business and technical ownership.
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Implement governance, monitoring, and documentation practices so that all system-to-system connections are observable, maintainable, and resilient to change.
Delivery Execution, Planning, and Demand Management
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Establish a predictable and transparent delivery model for the iApps team by implementing structured intake, prioritization, capacity planning, and delivery metrics across defects, enhancements, and projects.
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Develop and maintain a 12-month roadmap for business systems and integrations, clearly communicating sequencing, dependencies, risks, and trade-offs.
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Drive adoption of AI-enabled operational workflows and tooling to improve team effectiveness across documentation, testing, support, issue triage, system analysis, and delivery execution.
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10+ years of experience in enterprise business applications, systems administration, integration, or IT leadership roles, with at least 3 years leading teams and managing people in a senior leadership capacity.
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Demonstrated experience owning and administering CRM or enterprise business systems at the configuration, process, and data model level.
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Strong experience with enterprise integration strategy, APIs, automation platforms, and system interoperability in a SaaS environment.
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Proven ability to modernize fragmented systems or integration environments by introducing scalable governance, operating models, and clear ownership.
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Ability to operate strategically and tactically, setting direction while actively supporting execution.
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Experience evaluating and implementing integration platforms, such as Workato, Boomi, MuleSoft, or equivalent API-first / automation-based approaches.
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Experience applying AI-assisted automation or tooling to improve engineering, business systems, or operational workflows.
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Experience in a mid-size SaaS company navigating growth, organizational change, and technology modernization.
