Solution Architect - CRM Implementation (10-15 yrs)

Role Purpose :

To support IT for the vendor selection, technical design, and optimization of CRM and contact center solutions for a banking environment, ensuring seamless integration across cloud and on-premises infrastructures.

The role focuses on identifying innovative, scalable, and secure solutions that align with business objectives and regulatory requirements.

Key Responsibilities :

Technical Leadership :

- Support selection of CRM (e., Salesforce, Dynamics 365) and contact center solutions (e., Genesys, Avaya, NICE) in cloud, on-premises, and hybrid environments.

- Recommend technical strategies for CRM and contact center implementation, including architecture, infrastructure, integration, and data migration.

- Collaborate with stakeholders to ensure alignment of technology solutions with business goals.

Solution Design :

- Support Design scalable, secure, and high-performing CRM and contact center architectures, ensuring compliance with industry standards and banking regulations.

- Support identification of CRM solutions and contact center, incorporating advanced features such as AI, analytics, and customer engagement tools.

- Recommend the best integration solutions of contact center platforms with CRM systems, telephony, and omnichannel communication tools.

Team Leadership & Collaboration :

- Provide mentorship and training to technical teams on CRM and contact center technologies.

- Act as a bridge between business units, IT, and vendors to drive project success.

Key Qualifications :

Education & Certification :

- Bachelor's degree in Computer Science, Information Technology, or a related field.

- Certifications in CRM platforms (e., Salesforce Certified Technical Architect, Microsoft Dynamics 365 certifications).

- Certifications in contact center technologies (e., Genesys Cloud Professional, Avaya certifications).

- Cloud certifications (e., AWS Solutions Architect, Azure Solutions Architect).

Experience :

- 8+ years of experience in IT, with at least 4 years in deploying CRM and contact center solutions for financial services.

- Proven track record of managing hybrid deployments (cloud and on-premises) in regulated environments.

- Hands-on experience with integration using APIs, middleware, and ETL tools.

- Familiarity with data security, encryption, and compliance frameworks like PCI DSS, GDPR, and ISO 27001.

Skills :

- Expertise in CRM platforms (Salesforce, Dynamics 365, or equivalent).

- In-depth knowledge of contact center solutions (Genesys, NICE, Avaya).

- Proficiency in cloud platforms (AWS, Azure, or GCP) and hybrid cloud management.

- Strong understanding of telephony systems, SIP protocols, and omnichannel communication platforms.

- Exceptional problem-solving, communication, and stakeholder management skills