Tyme

Solution Architect – Customer Service Experience

Tyme

full-time

Posted on:

Location Type: Hybrid

Location: Ho Chi Minh City • Vietnam

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Tech Stack

AWSCloudSDLC

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 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.
  • Nice to Have: Exposure to AI platforms or LLM-based solutions in production.
  • Nice to Have: Experience working in Agile / SDLC environments.
  • Nice to Have: Architecture or cloud certifications.
Benefits
  • Meal and parking allowance are covered by the company.
  • Full benefits and salary rank during probation.
  • Insurances as Vietnamese labor law and premium health care for you and your family without seniority compulsory.
  • 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.
  • SMART goals and clear career opportunities (technical seminar, conference, and career talk) - we focus on your development.
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
API-first architectureevent-driven architecturecloud-native systemsAI-driven customer servicecase management systemsworkflow enginesautomation platformsdata protectionsecuritycustomer engagement tools
Soft skills
problem-solvinganalytical skillscommunication skillscollaborationindependenceconsultationtroubleshootingarchitectural guidancestakeholder engagementbusiness needs translation
Certifications
cloud certificationsarchitecture certifications