Job Summary:
We are looking for a seasoned Solution Architect specializing in CRM and Contact Center solutions for the banking and financial services sector. The ideal candidate will drive the design and implementation of scalable, secure, and high-performance architectures that enhance customer engagement, streamline operations, and ensure compliance with industry regulations. You will collaborate with business leaders, IT teams, and vendors to deliver seamless, omnichannel experiences while aligning with enterprise standards.

Key Responsibilities:

• Design end-to-end CRM (Salesforce, Microsoft Dynamics, etc.) and Contact Center (Genesys, Avaya, NICE, Amazon Connect, etc.) solutions tailored to banking needs.
• Translate business requirements into technical architectures, system designs, and integration strategies.
• Lead architecture discussions with stakeholders, vendors, and development teams to ensure alignment with business goals.
• Ensure compliance with banking regulations (GDPR, KYC/AML), security standards, and data governance policies.
• Evaluate and recommend platforms, frameworks, and emerging technologies (AI/ML, chatbots, voice bots, intelligent routing).
• Oversee customer journey mapping, CTI integrations, IVR logic, and omnichannel routing for seamless customer experiences.
• Define CRM data models, workflow automation, campaign management, and analytics strategies.
• Optimize contact center performance (call routing, workforce management, quality monitoring, reporting).
• Ensure scalability, high availability, and fault tolerance in architecture design.
• Provide technical leadership during implementation, testing, and deployment phases.

Required Qualifications & Skills:

• Bachelor’s/Master’s degree in Computer Science, Information Systems, or related field.
• 8+ years in solution architecture, with 4+ years in banking/financial services.
• Strong domain expertise in retail/corporate banking, customer service, and digital transformation.
• Hands-on experience with CRM platforms (Salesforce, MS Dynamics, Siebel) and Contact Center solutions (Genesys, Cisco, NICE, Avaya, Amazon Connect).
• Deep knowledge of CTI, SIP/VoIP, telephony systems, call flows, and omnichannel integration.
• Proficiency in API-based integrations, middleware, microservices, and cloud architectures.
• Experience with AI-driven contact center solutions (chatbots, voice bots, predictive routing).
• Familiarity with data privacy laws, security frameworks, and compliance standards (GDPR, PCI DSS).
• Certifications (preferred but not mandatory): TOGAF, Salesforce Architect, AWS/Azure Cloud, Genesys, or Cisco certifications.

Why Join Us?

• Opportunity to shape next-gen CRM & Contact Center solutions in a leading financial organization.
• Work with cutting-edge technologies in AI, cloud, and automation.
• Collaborate with top-tier talent in a dynamic, innovation-driven environment.