Job Summary
We are looking for an experienced technology leader to drive the strategy, architecture, implementation, and continuous enhancement of CRM and Cognitive Technology solutions.
The role will focus on leveraging enterprise CRM platforms, Artificial Intelligence (AI), Generative AI, automation, and intelligent technologies to enhance customer engagement, streamline business processes, and improve overall customer experience.
The ideal candidate should have a strong background in enterprise technology, CRM transformation, solution architecture, and emerging cognitive technologies, with the ability to translate business requirements into scalable and innovative technology solutions.
Key Responsibilities
1. CRM Strategy & Transformation
- Lead the development and implementation of enterprise CRM strategies aligned with business objectives.
- Drive CRM transformation initiatives to improve customer relationship management, engagement, and service delivery.
- Oversee CRM platform implementation, customization, integration, and optimization.
- Ensure CRM solutions are scalable, secure, and aligned with enterprise architecture standards.
2. Cognitive Technology & AI
- Drive the adoption of Cognitive Technologies, Artificial Intelligence, Machine Learning, and Generative AI across CRM platforms.
- Identify opportunities to implement AI-powered customer engagement, intelligent automation, chatbots, virtual assistants, and predictive analytics.
- Explore emerging technologies to improve customer insights, personalization, and operational efficiency.
- Lead the integration of AI-driven solutions into existing enterprise applications and CRM ecosystems.
3. Enterprise Architecture & Technology Integration
- Define and oversee CRM solution architecture, system integration, and technology roadmaps.
- Ensure seamless integration between CRM platforms, core banking systems, APIs, enterprise applications, and data platforms.
- Work closely with infrastructure, cybersecurity, data, and application development teams.
- Ensure technology solutions comply with enterprise architecture, security, and regulatory requirements.
4. Project & Stakeholder Management
- Lead large-scale CRM and digital transformation projects from planning through implementation.
- Collaborate with business stakeholders, senior management, and technology teams to understand requirements and deliver solutions.
- Manage technology vendors, implementation partners, budgets, and project timelines.
- Provide technical leadership and guidance to cross-functional teams.
5. Innovation & Continuous Improvement
- Evaluate emerging CRM and Cognitive Technology solutions.
- Establish technology standards, best practices, and governance frameworks.
- Monitor technology performance and identify opportunities for continuous improvement.
- Drive innovation initiatives that enhance customer experience and business value.
Qualifications & Experience
- Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.
- 15+ years of experience in IT, enterprise technology, CRM, solution architecture, or digital transformation.
- Strong experience in enterprise CRM strategy, implementation, customization, and integration.
- Hands-on exposure to Cognitive Technologies, AI, Machine Learning, and Generative AI.
- Strong understanding of enterprise architecture, APIs, system integration, and cloud technologies.
- Experience leading large-scale technology transformation projects.
- Strong stakeholder management and leadership capabilities.
- Experience within banking, financial services, or other regulated industries is an advantage.
Technical Skills
- Enterprise CRM platforms such as Microsoft Dynamics 365, Salesforce, or equivalent.
- Cognitive Technologies, Artificial Intelligence, and Machine Learning.
- Generative AI and Large Language Models (LLMs).
- Enterprise architecture frameworks such as TOGAF.
- Cloud platforms, preferably Microsoft Azure.
- API management, application integration, and enterprise systems.
- Data analytics, automation, and intelligent workflow solutions.
- Technology governance, security, and compliance.
Preferred Certifications
- TOGAF or other Enterprise Architecture certifications.
- Microsoft Azure AI or relevant AI certifications.
- CRM platform certifications (Microsoft Dynamics 365 / Salesforce).
- Relevant certifications in AI, Machine Learning, or Cloud Architecture.
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