The Solutions Architect will design, implement, and optimize customer engagement solutions across CRM platforms, email systems, contact center technologies, and conversational AI/chatbot ecosystems, with a strong focus on the unique requirements of the banking and financial services sector. This role partners closely with product, engineering, compliance, and business teams to translate complex banking workflows into secure, scalable, and highperforming technical architectures.
Key Responsibilities
- Architect endtoend CRM solutions tailored for banking use cases, including customer onboarding, KYC workflows, service requests, and relationshipmanagement processes.
- Design and optimize secure email communication systems for transactional alerts, statements, notifications, and marketing campaigns while ensuring regulatory compliance.
- Lead the technical design of cloudbased or onprem contact center platforms (CCaaS), including IVR flows, intelligent routing, agentassist tools, and omnichannel integrations for voice, chat, and messaging.
- Develop and integrate chatbot and conversational AI solutions for banking use cases such as balance inquiries, loan applications, fraud alerts, and customer support automation.
- Collaborate with crossfunctional teams to define solution requirements, technical specifications, and integration strategies with core banking systems, payment gateways, and identity platforms.
- Ensure all solutions meet strict standards for security, compliance, data privacy, and auditability, including alignment with banking regulations.
- Provide technical leadership during implementation, including architecture reviews, troubleshooting, and performance optimization.
- Support presales and solutionconsulting activities by presenting architectures, estimating effort, and advising on feasibility for banking clients.
- Produce architecture documentation, integration diagrams, and bestpractice guidelines for internal teams and stakeholders.
Required Skills & Experience
- Strong experience designing and implementing CRM platforms (Salesforce, Dynamics, HubSpot, or bankingspecific CRMs).
- Handson expertise with email systems, ESPs, messaging APIs, and deliverability optimization.
- Deep understanding of contact center technologies (Genesys, Amazon Connect, Twilio Flex, NICE, Zendesk, Freshdesk).
- Experience building or integrating chatbots using NLP/AI platforms (Dialogflow, Lex, Rasa, Kore.ai, etc.).
- Solid understanding of APIs, microservices, system integrations, and eventdriven architectures.
- Familiarity with cloud platforms (AWS, GCP, Azure) and hybrid/onprem banking environments.
- Strong communication skills and the ability to translate technical concepts for business and compliance stakeholders.
- Experience working with regulated industries, ideally banking or financial services.
Preferred Qualifications
- Background in digital banking, payments, lending, or customerexperience transformation in financial institutions.
- Knowledge of regulatory and compliance frameworks such as KYC, AML, PCIDSS, and dataprivacy standards.
- Experience in solution consulting, enterprise architecture, or technical presales for banking clients.
