Crm Solution Architect

5 days ago

Chennai, Tamil Nadu, India ba1f912e-abeb-49e2-8a3a-79137a048367 Full time ₹ 15,70,000 - ₹ 22,50,000 per year

Key Responsibilities

1. CRM Technical Architecture & Solution Design

  • Lead the assessment of existing CRM systems, data models, integration layers, and technology stack.

  • Define the target CRM architecture, including:

  • Data models

  • API frameworks
  • Middleware layers
  • Security architecture

  • Integration design

  • Develop detailed solution blueprints, architecture diagrams, and technical specifications.

  • Ensure alignment with enterprise architecture standards and business transformation objectives.

2. CRM Implementation & Integration Leadership

  • Oversee end-to-end CRM lifecycle including requirements discovery, technical design, integration, and deployment.

  • Plan integrations with:

  • Core banking platforms

  • Digital channels
  • Payment systems
  • Analytics & reporting platforms

  • Third-party service providers

  • Define data exchange protocols, synchronization logic, error-handling guidelines, and failover strategies.

  • Support API design, middleware orchestration, and cloud integration frameworks.

3. Data, Migration & Governance

  • Evaluate customer data structures, data flows, quality gaps, and CRM readiness.
  • Define end-to-end data migration approach, including cleansing, mapping, and validation.
  • Work with data governance and compliance teams to ensure data accuracy, integrity, and lifecycle management.

4. Compliance, Risk & Security Alignment

  • Ensure CRM solution adheres to all banking/financial regulatory guidelines including:

  • Customer data privacy

  • Access governance
  • Auditability

  • Encryption protocols

  • Define authentication standards, user access controls, API security measures, and audit trail requirements.

5. Stakeholder Collaboration & Governance

  • Engage with business teams, operations, IT, compliance, vendors, and implementation partners.
  • Translate functional user journeys and business needs into technical designs and implementation frameworks.
  • Support governance, risk assessments, and design reviews throughout project execution.

6. Documentation & Delivery

  • Produce detailed documentation including architecture maps, system interaction diagrams, technical specs, and delivery roadmaps.
  • Provide technical guidance, support vendor selection, and ensure quality adherence across the CRM program lifecycle.

Required Technical Skills

  • Strong understanding of CRM platforms such as:

    Microsoft Dynamics 365, Salesforce, Zoho CRM (any one mandatory).

  • Experience in:

  • API management (REST, SOAP)

  • Middleware (Mulesoft, Dell Boomi, Azure Integration Services, etc.)
  • Data modeling and data flow design

  • Cloud platforms (Azure, AWS, GCP)

  • Knowledge of customer lifecycle management, lead management, KYC flows, service workflows, and CRM in a banking environment.

  • Hands-on involvement in CRM solutioning, technical integrations, and functional mapping.

Domain & Functional Expertise

  • Must have prior CRM implementation experience within a Bank or Financial Services organization.

  • Understanding of:

  • Core banking interactions

  • Customer onboarding journeys
  • Customer data privacy norms
  • Digital banking ecosystems
  • Compliance frameworks applicable to BFSI

Soft Skills & Competencies

  • Strong communication and documentation capability.
  • Ability to work with senior stakeholders and cross-functional teams.
  • Analytical, solution-oriented mindset with attention to detail.
  • Ability to work in fast-paced environments and manage multiple technical streams simultaneously.

Preferred Qualifications

  • Bachelor's degree in Engineering, Computer Science, Information Technology or related field.
  • Certifications in Dynamics 365, Salesforce, Zoho CRM, or related CRM technologies (added advantage).
  • Prior experience in Banking CRM digital transformation programs preferred.

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