Solutions Architect - CRM Platform

As a Solution Architect in the banking and financial services sector, you will be responsible for designing and implementing end-to-end CRM and Contact Center architectures aligned with business goals. Your expertise in platforms such as Salesforce, Genesys, and Microsoft Dynamics will be crucial in leading digital transformation initiatives across customer engagement channels like voice, chat, email, and bots. You will incorporate AI-driven automation and self-service capabilities into customer workflows while ensuring regulatory compliance standards are met, including KYC, AML, and GDPR. Collaboration with cross-functional stakeholders to align technology solutions with strategic priorities will be key, along with evaluating emerging technologies to drive innovation in customer experience. Key Responsibilities: - Design and implement end-to-end CRM and Contact Center architectures aligned with business goals - Lead digital transformation initiatives across customer engagement channels - Define technical architecture and system integrations using platforms like Salesforce, Genesys, or Microsoft Dynamics - Incorporate AI-driven automation and self-service capabilities into customer workflows - Ensure architecture meets regulatory compliance standards - Collaborate with cross-functional stakeholders to align technology solutions with strategic priorities - Evaluate emerging technologies and recommend adoption to drive innovation in CX Key Requirements: - Proven experience as a Solution Architect in the banking/financial services domain - Expertise in CRM platforms like Salesforce and Contact Center technologies such as Genesys Cloud, IVR, and CTI - Strong understanding of AI, cloud computing, and automation in customer experience solutions - Deep knowledge of regulatory frameworks including KYC/AML and GDPR - Demonstrated leadership in high-impact transformation projects - Exceptional communication and stakeholder management skills If you have a visionary thinking with a practical approach to system design and implementation, a customer-first mindset backed by technical expertise, and the ability to bridge business requirements with scalable, secure technology solutions, this role is perfect for you.,