Solution Architect – CRM & Contact Center

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 9909030155Application Deadline: 04/07/2025Expected Start Date: 07/07/2025