Solution Architect – Customer Service Experience
qode.world
full-time
Posted on:
Location Type: Hybrid
Location: Ho Chi Minh City • Vietnam
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About the role
- Design, evaluate, consult, and deploy end-to-end Customer Service Experience solutions, including omnichannel platforms (chat, voice, in-app messaging, email), case management systems, workflow engines, and customer engagement tools that ensure scalability, resilience, and high availability
- Architect API-first and event-driven integrations between customer service platforms and core banking systems, CRM, identity systems, and operational platforms to deliver seamless customer journeys.
- Design and implement AI-driven customer service capabilities such as conversational bots, agent assist, case classification, summarisation, and knowledge retrieval while ensuring security, privacy, and responsible AI usage.
- Define scalable case lifecycle, SLA management, escalation, and automation strategies to reduce manual effort and improve first-contact resolution.
- Ensure customer service platforms meet non-functional requirements including performance, reliability, availability, and observability. Proactively identify architecture improvements to optimise cost-to-serve and system efficiency.
- Implement architecture patterns that ensure data protection, access control, auditability, and compliance with banking and regulatory requirements across customer-facing and internal systems.
- Work closely with Customer Experience, Operations, Product, Engineering, Data, and Security teams to translate business needs into clear, actionable solution designs.
- Provide architectural guidance, troubleshoot complex platform issues, and stay updated with industry trends, AI advancements, and best practices in customer service technology.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or a related field.
- Proven experience as a Solution Architect or Senior Technical Architect
- Strong background in designing distributed, cloud-native systems
- Experience working with customer service, CRM, or engagement platforms
- Strong knowledge of API-first and event-driven architectures
- Experience with cloud platforms (AWS preferred)
- Familiarity with contact centre or customer service platforms
- Familiarity with case management and workflow systems
- Familiarity with automation or low-code platforms
- Knowledge of how AI can be applied to common customer service use cases
- Experience designing secure systems handling customer data
- Understanding of data privacy, access control, and regulatory requirements in financial services
- Strong problem-solving and analytical skills
- Excellent English communication skills with both technical and non-technical stakeholders
- Ability to work independently and collaboratively across teams
- Nice to Have: Experience in banking, fintech, or regulated industries
- Exposure to AI platforms or LLM-based solutions in production
- Experience working in Agile / SDLC environments
- Architecture or cloud certifications
Benefits
- Meal and parking allowance
- Full benefits and salary rank during probation.
- Insurances as Vietnamese labor law and premium health care for all employees and family members
- Performance bonus up to 2 months
- 13th month salary pro-rata
- 15-day annual leave+ 3-day sick leave + 1 birthday leave + 1 Christmas leave
- Values-driven, international working environment, and agile culture.
- Overseas travel opportunities for training and working related.
- Internal Hackathons and company's events (team building, coffee run, blue card...)
- Work-life balance 40-hr per week from Mon to Fri (hybrid mode)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
API-first architectureevent-driven architecturecloud-native systemsAI-driven customer servicecase management systemsworkflow enginesautomation platformsdata protectionsecurityperformance optimization
Soft Skills
problem-solvinganalytical skillscommunication skillscollaborationindependence
Certifications
architecture certificationscloud certifications