We're looking for an experienced Functional Analyst/ Architect ((CRM & Contact Center Transformation) to help lead a major transformation of our client's customer service and technology landscape. This role is perfect for someone who enjoys connecting business goals with smart, scalable technology solutions. what you'll do Evaluate and select the right CRM and Contact Center (Ccas) solutions to modernize their systems. MAP business needs to the best technical options and guide the build vs. buy decision process. Help design a unified, future-ready enterprise architecture. Collaborate across teams to ensure systems and data work seamlessly together. Build strong business cases and advise leadership on strategic technology choices. what we're looking for Proven background in Enterprise Architecture and CRM platforms (Salesforce, Microsoft Dynamics, Zoho etc.). Knowledge of APIs, MicroServices, data models, and cloud environments (AWS, Azure, or GCP). Experience integrating customer service systems across multiple channels. Ideally, exposure to banking or financial services and a consulting background (Accenture, Deloitte, etc.). Why join us You'll play a key role in a large-scale transformation program, helping shape the future of our client's customer service and digital experience. This is your chance to drive real impact across business and technology. Interested? If you're passionate about creating impactful, modern IT solutions — we'd love to hear from you!