Solution Architect - CRM Platform

Solution Architect

Experience Required : 3-5 Years

We're hiring a Solution Architect who thrives at the intersection of technology, customer experience, and regulatory compliance within the banking and financial services sector. If you have experience designing seamless omnichannel customer journeys and spearheading large-scale digital transformation initiatives, this role is for you.

From Salesforce to Genesys, AI bots to IVR flows, your solutions will reshape how banks engage with customers across all touchpoints.

Key Responsibilities :

- Lead digital transformation initiatives across customer engagement channels (voice, chat, email, bots).

- Define technical architecture and system integrations using platforms like Salesforce, Genesys, Microsoft Dynamics, or similar.

- Incorporate AI-driven automation and self-service capabilities into customer workflows.

- Ensure architecture meets regulatory compliance standards (e.g., KYC, AML, GDPR).

- Collaborate with cross-functional stakeholders to align technology solutions with strategic priorities.

- Evaluate emerging technologies and recommend adoption to drive innovation in CX.

Key Requirements :

- Expertise in CRM platforms (e.g., Salesforce) and Contact Center technologies (e.g., Genesys Cloud, IVR, CTI).

- Strong understanding of AI, cloud computing, and automation in customer experience solutions.

- Deep knowledge of regulatory frameworks including KYC/AML and GDPR.

- Demonstrated leadership in high-impact transformation projects.

- Exceptional communication and stakeholder management skills.

What Youll Bring :

- A customer-first mindset backed by technical expertise.

- Ability to bridge business requirements with scalable, secure technology solutions.