Job Summary

We are seeking an experienced Solution Architect to lead the design and implementation of CRM (Customer Relationship Management) and Contact Center solutions for the banking and financial services sector. The ideal candidate will combine deep technical expertise with domain knowledge to deliver scalable, secure, and innovative solutions that enhance customer engagement, streamline operations, and ensure regulatory compliance.

This role requires close collaboration with business stakeholders, IT teams, and third-party vendors to translate business needs into robust architectural blueprints while adhering to enterprise standards.

Key Responsibilities

Solution Design & Architecture

• Define end-to-end solution architectures for CRM platforms (e.g., Salesforce, Microsoft Dynamics) and Contact Center solutions (e.g., Genesys, Amazon Connect, NICE, Cisco).
• Translate banking-specific business requirements into technical designs, ensuring alignment with security, compliance, and scalability needs.
• Develop customer journey flows, omnichannel strategies, IVR/voicebot integrations, and CTI (Computer Telephony Integration) solutions.
• Design data models, workflow automations, and AI/ML-driven enhancements for CRM and contact center operations.

Technical Leadership

• Lead architecture reviews, vendor evaluations, and technology selection processes.
• Provide hands-on guidance during implementation, testing, and deployment phases.
• Ensure solutions adhere to banking regulations (GDPR, KYC, AML) and enterprise security standards.
• Optimize high-availability systems for performance, fault tolerance, and scalability.

Stakeholder Collaboration

• Partner with business teams (Customer Service, Retail/Corporate Banking, Digital) to align solutions with strategic goals.
• Work with IT teams on integration patterns (APIs, middleware, microservices) and legacy system modernization.
• Liaise with vendors (e.g., Salesforce, Genesys, AWS) to evaluate new features and drive innovation.
• Innovation & Best Practices
• Stay updated on emerging trends (AI chatbots, cloud contact centers, predictive routing).
• Advocate for best practices in CRM analytics, workforce management (WFM), and customer experience (CX).

Required Qualifications & Skills

• Education & Experience
• 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.
• Proven experience with CRM platforms (Salesforce, MS Dynamics, Siebel) and Contact Center technologies (Genesys, Cisco, Avaya, NICE, Amazon Connect).
• Hands-on expertise in CTI, SIP/VoIP, telephony systems, and omnichannel routing.

Technical Skills

• Strong knowledge of integration patterns (APIs, ESB, event-driven architectures).
• Familiarity with cloud platforms (AWS, Azure, GCP) and AI/ML applications in CX.
• Understanding of banking compliance (GDPR, PCI-DSS, KYC/AML).

Certifications (Preferred)

TOGAF, Salesforce Certified Architect, AWS/Azure Solutions Architect, or Genesys certifications.

Soft Skills

• Excellent communication to bridge technical and business teams.
• Analytical mindset with problem-solving agility.
• Leadership in cross-functional projects.