Job
Description
Job Title:Solution Architect – CRM & Contact Center (Banking/Financial Services) Job Type: Full-Time Industry: Banking & Financial Services Location: Gurgaon, Haryana, India Experience Required: 7 to 12 years(Minimum 4 years in Banking/Financial Services domain) Key Responsibilities: Design end-to-end CRM and Contact Center solutions aligned to retail and corporate banking requirements. Translate business requirements into scalable architecture designs , system integrations, and data flows. Lead discussions with internal teams and vendors to ensure technical alignment with business strategy. Ensure compliance with banking regulations (e.g., GDPR, KYC, AML) and security/data privacy standards (e.g., PCI DSS). Integrate and optimize platforms including Salesforce, Microsoft Dynamics, Siebel , and Contact Center solutions like Genesys Cloud, NICE, Amazon Connect, Cisco, Avaya . Architect intelligent IVR systems , CTI integrations , SIP/VoIP , and omnichannel routing (chat, email, voice, social). Drive implementation of AI/ML-powered chatbots, voice bots , and predictive engagement tools . Define and optimize data models , campaign automation , and customer analytics within CRM platforms. Lead design for high availability , fault-tolerant systems , and cloud integration strategies (AWS, Azure). Provide hands-on technical leadership across implementation, QA, and deployment phases. Required Skills & Qualifications: Bachelor’s/Master’s in Computer Science , Information Systems , or related field. 8+ years of overall experience, with 4+ years in the banking/financial domain . Strong domain knowledge in customer service, digital transformation, and banking products . Expertise in CRM technologies: Salesforce, Microsoft Dynamics, Siebel . Proven experience in Contact Center platforms: Genesys (Cloud & Engage), Cisco UCCE, NICE, Avaya, Amazon Connect . Solid understanding of CTI, SIP, IVR flows, APIs, middleware, ESB, and microservices architecture. Hands-on experience with AI-based automation for customer service (chatbots, routing engines). Knowledge of GDPR, PCI DSS, KYC/AML , and related compliance standards. Familiar with TOGAF or similar enterprise architecture frameworks. Preferred Certifications: TOGAF Certified Salesforce Architect Certification AWS / Azure Cloud Architect Genesys / Cisco Contact Center Certifications Job Type: Full-time Pay: Up to ₹3,000,000.00 per year Application Question(s): How many years of experience do you have in Solution Architecture specifically within the banking or financial services domain? Do you have hands-on implementation experience with at least two of the following CRM platforms: Salesforce, Microsoft Dynamics, or Siebel? Have you worked with any Contact Center solutions such as Genesys (Cloud or Engage), Cisco UCCE, NICE, Avaya, or Amazon Connect in a technical or architectural capacity? How many years of experience do you have designing cloud-native or hybrid solutions using AWS and/or Azure? Are you familiar with data privacy, security, and compliance standards such as GDPR, PCI DSS, and KYC/AML in enterprise implementations? License/Certification: TOGAF (Preferred) Salesforce Architect Certification (Preferred) AWS / Azure Cloud Architect (Preferred) Genesys / Cisco Contact Center Certifications (Preferred) Work Location: In person Speak with the employer +91 9909030155 Application Deadline: 04/07/2025 Expected Start Date: 07/07/2025
