CRM & Contact Center Architect

Job role : CRM & Contact Center Architect

Location : Pune

Exp : 4 -5 years

We are seeking a seasoned Solution Architect who thrives at the intersection of technology, customer experience, and regulatory compliance within the banking and financial services sector.

This is your opportunity to design cutting-edge, omnichannel customer engagement journeys, leveraging platforms like Salesforce, Genesys, AI bots, IVR, and more. If you're passionate about transforming the way financial institutions interact

with customersacross voice, digital, and automated channelswe want to hear from you.

Key Responsibilities :

- Architect seamless omnichannel customer journeys across digital, voice, and assisted touchpoints.

- Drive cloud-first strategies, AI-powered automation, and customer-centric innovation.

- Ensure full compliance with KYC/AML, GDPR, and industry-specific regulations.

- Collaborate with cross-functional teams, including business, IT, security, and compliance, to align architecture with organizational goals.

- Evaluate and integrate advanced technologies such as AI bots, IVR flows, NLP, and self-service platforms.

- Provide technical leadership, mentoring, and guidance to project teams and stakeholders.

Must-Have Skills & Experience :

- Hands-on expertise in platforms such as Salesforce, Genesys, Amazon Connect, or similar.

- Strong understanding of cloud infrastructure, AI/ML, automation, and integration patterns.

- Proven experience designing systems in compliance with financial regulations (e.g., KYC, AML, GDPR).

- Ability to translate complex requirements into scalable, secure, and user-centric solutions.

- Excellent communication and stakeholder management skills.

Nice-to-Have :

- Knowledge of enterprise architecture frameworks like TOGAF or Zachman

- Prior experience working in banking transformation or digital innovation projects