Salesforce Solution Architect

Role Summary:

Solution Architect

Key Responsibilities:

• Define end-to-end solution architectures for CRM platforms (e.g., Salesforce, Microsoft Dynamics) and Contact Center solutions (e.g., Genesys, Avaya, Cisco, NICE, Amazon Connect).
• Translate banking business requirements into architectural blueprints and system designs.
• Lead technical discussions with internal teams, vendors, and partners.
• Ensure architecture aligns with enterprise standards, security, compliance, and data governance requirements.
• Evaluate and recommend platforms, frameworks, and integration strategies.
• Provide architecture oversight during solution implementation, testing, and go-live.
• Design customer journey flows, CTI integrations, IVR logic, and omnichannel experiences.
• Support CRM data modelling, campaign management, workflow automation, and AI/ML enablement.
• Guide teams on best practices for contact center reporting, WFM, call routing, and quality management.
• Ensure scalability, fault tolerance, and performance optimization for high-availability environments.

Required Qualifications & Skills:

• Bachelors or Masters degree in Computer Science, Information Systems, or related field.
• 8+ years of experience in solution architecture, with at least 4 years in banking/financial services.
• Strong domain knowledge in retail/corporate banking, customer service, and digital transformation.
• Hands-on experience with leading CRM platforms (e.g., Salesforce, MS Dynamics, Siebel).
• Deep expertise in Contact Center platforms (e.g., Genesys Cloud/Engage, Cisco UCCE, NICE, Avaya).
• Solid understanding of CTI, SIP/VoIP, telephony systems, call flows, and channel integration.
• Proficiency in system integration patterns (APIs, ESB, middleware, etc.).
• Familiarity with AI/ML, chatbots, voice bots, and intelligent routing in the contact center space.
• Experience with data privacy (GDPR, local compliance), KYC/AML processes, and security standards.
• TOGAF, Salesforce Architect, AWS/Azure certifications (preferred but not mandatory).