Position: Solution Architect - Bank CRM & Contact Centre

Experience: 8 Years - 15 Years

Requirement Type: Full Time

Industry: Banking and Finance

Location: : GURGAON, Haryana

Key Skills: CRM platforms (Salesforce, Dynamics 365, or equivalent), Contact centre solutions (Genesys, NICE, Avaya), Cloud platforms (AWS, Azure, or GCP), Telephony systems, SIP protocols, Omnichannel communication platforms, PCI DSS, GDPR, and ISO 27001

Skill sets required:

To support IT for the vendor selection, technical design, and optimization of CRM and contact centre 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.g., Salesforce, Dynamics 365) and contact center solutions (e.g., Genesys, Avaya, NICE) in the 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 the design of 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 centres, 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.

Education & Certification

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

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

Certifications in contact centre technologies (e.g., Genesys Cloud Professional, Avaya certifications).

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