Solution Architect - Customer Service Experience (Remote Work Available)

About the Role

We’re looking for a Solution Architect - Customer Service Experience to join our team and work remotely. In this role, you will collaborate with customer service experience business leaders and cross-functional engineering teams to design and evolve the technology foundation that powers customer support across digital banking channels. As a Solution Architect - Customer Service Experience, you will leverage cloud-native architecture, APIs, automation, and AI to deliver fast, reliable, and personalized support at scale.

What You'll Do

• 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.
• Architect API-first and event-driven integrations between customer service platforms and core banking systems, ensuring seamless customer journeys.
• Implement AI-driven customer service capabilities such as conversational bots, agent assist, and knowledge retrieval while ensuring security and privacy.
• Define scalable case lifecycle and automation strategies to improve first-contact resolution.
• Ensure customer service platforms meet performance, reliability, and observability requirements.
• Implement architecture patterns that ensure data protection and compliance with banking regulations.
• Collaborate with various teams to translate business needs into actionable solution designs.
• Provide architectural guidance and troubleshoot complex platform issues.

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 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 center or customer service platforms.
• Understanding of data privacy, access control, and regulatory requirements in financial services.

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.

What We Offer

• Competitive salary range of $120,000 to $150,000 annually.
• Comprehensive relocation assistance for those moving to HCMC, Vietnam.
• Performance bonus up to 2 months' salary.
• 13th month salary pro-rata.
• 15-day annual leave plus additional sick leave and personal days.
• Values-driven, international working environment with opportunities for overseas travel.
• Internal Hackathons and team-building events.
• Work-life balance with a 40-hour work week from Monday to Friday.