Crm Solution Architect

Key Responsibilities

1. CRM Technical Architecture & Solution Design

• Lead the assessment of existing CRM systems, data models, integration layers, and technology stack.
  
• Define the

  target CRM architecture

  , including:
• Data models
  
• API frameworks
  
• Middleware layers
  
• Security architecture
  
• Integration design
  
• Develop detailed

  solution blueprints, architecture diagrams, and technical specifications

  .
• Ensure alignment with enterprise architecture standards and business transformation objectives.
  

2. CRM Implementation & Integration Leadership

• Oversee end-to-end CRM lifecycle including requirements discovery, technical design, integration, and deployment.
  
• Plan integrations with:
  
• Core banking platforms
  
• Digital channels
  
• Payment systems
  
• Analytics & reporting platforms
  
• Third-party service providers
  
• Define data exchange protocols, synchronization logic, error-handling guidelines, and failover strategies.
  
• Support API design, middleware orchestration, and cloud integration frameworks.
  

3. Data, Migration & Governance

• Evaluate customer data structures, data flows, quality gaps, and CRM readiness.
  
• Define end-to-end data migration approach, including cleansing, mapping, and validation.
  
• Work with data governance and compliance teams to ensure

  data accuracy, integrity, and lifecycle management

  .

4. Compliance, Risk & Security Alignment

• Ensure CRM solution adheres to all banking/financial regulatory guidelines including:
  
• Customer data privacy
  
• Access governance
  
• Auditability
  
• Encryption protocols
  
• Define authentication standards, user access controls, API security measures, and audit trail requirements.
  

5. Stakeholder Collaboration & Governance

• Engage with business teams, operations, IT, compliance, vendors, and implementation partners.
  
• Translate functional user journeys and business needs into technical designs and implementation frameworks.
  
• Support governance, risk assessments, and design reviews throughout project execution.
  

6. Documentation & Delivery

• Produce detailed documentation including architecture maps, system interaction diagrams, technical specs, and delivery roadmaps.
  
• Provide technical guidance, support vendor selection, and ensure quality adherence across the CRM program lifecycle.
  

Required Technical Skills

• Strong understanding of CRM platforms such as:

  Microsoft Dynamics 365

  ,

  Salesforce

  ,

  Zoho CRM

  (any one mandatory).
• Experience in:
  
• API management (REST, SOAP)
  
• Middleware (Mulesoft, Dell Boomi, Azure Integration Services, etc.)
  
• Data modeling and data flow design
  
• Cloud platforms (Azure, AWS, GCP)
  
• Knowledge of customer lifecycle management, lead management, KYC flows, service workflows, and CRM in a banking environment.
  
• Hands-on involvement in CRM solutioning, technical integrations, and functional mapping.
  

Domain & Functional Expertise

• Must have

  prior CRM implementation experience within a Bank or Financial Services organization

  .
• Understanding of:
  
• Core banking interactions
  
• Customer onboarding journeys
  
• Customer data privacy norms
  
• Digital banking ecosystems
  
• Compliance frameworks applicable to BFSI
  

Soft Skills & Competencies

• Strong communication and documentation capability.
  
• Ability to work with senior stakeholders and cross-functional teams.
  
• Analytical, solution-oriented mindset with attention to detail.
  
• Ability to work in fast-paced environments and manage multiple technical streams simultaneously.
  

Preferred Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology or related field.
  
• Certifications in

  Dynamics 365, Salesforce, Zoho CRM

  , or related CRM technologies (added advantage).
• Prior experience in Banking CRM digital transformation programs preferred.