Available Roles:
- CRM/ Email / Contact Center / Chatbot - Solution Architect
- Value Add - Solution Architect
Contract Duration: 6-12 Months (extendable)
Location: Hybrid – New Cairo (onsite twice a week)
Start Date: December 2025
As a Solution Architect – CRM, Contact Center, Chatbot, or Value Add, you will play a pivotal role in designing and delivering scalable customer engagement and value-driven solutions across digital channels. You will partner with business, operations, and technology teams to architect solutions that enhance customer experience, optimize processes, and drive personalization through data and automation.
Key Responsibilities
- Lead the solution design across CRM, Contact Center, Chatbot, and Value Add platforms to enable seamless customer journeys.
- Define architecture blueprints covering integration, APIs, data flow, security, scalability, and performance.
- Collaborate with cross-functional stakeholders—product owners, marketing, operations, IT, and vendors—to ensure cohesive delivery.
- Translate business and functional requirements into detailed solution design documents (HLD/LLD).
- Drive the integration of CRM and omnichannel communication tools (e.g., email, chat, IVR, social messaging, and in-app channels).
- Support the implementation of AI-powered chatbots, automation frameworks, and personalization engines.
- Ensure all solutions align with enterprise architecture standards, regulatory and security compliance.
- Provide technical leadership to delivery teams during build, test, and deployment phases.
Qualifications
- Experience in enterprise solution design, ideally within Banking or Financial Services industry.
- Proven experience in CRM platforms (Salesforce, Microsoft Dynamics, etc.) and Contact Center technologies (Genesys, Avaya, Twilio, etc.).
- Knowledge of chatbot and conversational AI solutions (Dialogflow, Azure Bot, IBM Watson, etc.) and their integration into omnichannel platforms.
- Strong understanding of customer engagement, journey orchestration, and marketing automation tools.
- Experience working with API gateways, microservices, and middleware for system integration.
- Familiarity with data-driven personalization, analytics, and campaign management systems.
- Excellent communication, stakeholder management, and documentation skills.
- Ability to operate in a hybrid, cross-functional environment, balancing business priorities and technical feasibility.
