Skill sets required: 

To support IT for the vendor selection, technical design, and optimization of CRM and contact centre solutions for a banking environment, ensuring seamless integration across cloud and on-premises infrastructures. The role focuses on identifying innovative, scalable, and secure solutions that align with business objectives and regulatory requirements. 

Key Responsibilities 

Technical Leadership 

Support selection of CRM (e.g., Salesforce, Dynamics 365) and contact centre solutions (e.g., Genesys, Avaya, NICE) in the cloud, on-premises, and hybrid environments. 

Recommend technical strategies for CRM and contact centre implementation, including architecture, infrastructure, integration, and data migration. 

Collaborate with stakeholders to ensure alignment of technology solutions with business goals. 

Solution Design  

Support Design of scalable, secure, and high-performing CRM and contact centre architectures, ensuring compliance with industry standards and banking regulations. 

Support identification of CRM solutions and contact centre, incorporating advanced features such as AI, analytics, and customer engagement tools. 

Recommend the best integration solutions of contact centre platforms with CRM systems, telephony, and omnichannel communication tools. 

Team Leadership & Collaboration 

Provide mentorship and training to technical teams on CRM and contact centre technologies. 

Act as a bridge between business units, IT, and vendors to drive project success. 

Education & Certification 

Bachelor’s degree in Computer Science, Information Technology, or a related field. 

Certifications in CRM platforms (e.g., Salesforce Certified Technical Architect, Microsoft Dynamics 365 certifications). 

Certifications in contact centre technologies (e.g., Genesys Cloud Professional, Avaya certifications). 

Cloud certifications (e.g., AWS Solutions Architect, Azure Solutions Architect). 

Experience 

8+ years of experience in IT, with at least 4 years in deploying CRM and contact centre solutions for financial services. 

Proven track record of managing hybrid deployments (cloud and on-premises) in regulated environments. 

Hands-on experience with integration using APIs, middleware, and ETL tools. 

Familiarity with data security, encryption, and compliance frameworks like PCI DSS, GDPR, and ISO 27001. 

Skills 

Expertise in CRM platforms (Salesforce, Dynamics 365, or equivalent). 

In-depth knowledge of contact centre solutions (Genesys, NICE, Avaya). 

Proficiency in cloud platforms (AWS, Azure, or GCP) and hybrid cloud management. 

Strong understanding of telephony systems, SIP protocols, and omnichannel communication platforms. 

Exceptional problem-solving, communication, and stakeholder management skills.