Solution Architect - Customer Service Experience

About the Role

We’re excited to be looking for a Solution Architect – Customer Service Experience to join our platform and engineering organization!

In this role, you will work with customer service experience business and product leaders and cross functional engineering teams to design and evolve the technology foundation that powers customer support across digital banking channels. You’ll work on modern customer service platforms that leverage cloud-native architecture, APIs, automation, and AI to deliver fast, reliable, and personalised support at scale.

Your work will directly impact customer satisfaction, operational efficiency, and the ability to scale across multiple markets without linear growth in cost or headcount. You’ll collaborate closely with engineering and customer experience teams, acting as a trusted technical advisor and hands-on architect.

If you enjoy solving complex problems at the intersection of customer experience, platform engineering, and AI, and want to work on systems used to service millions of customers — we’d love to meet you.

Please note that expat candidates will need to relocate to Ho Chi Minh City

What You'll Do

Customer Service Platform Architecture: 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.

Omnichannel & Integration Design: 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.

AI & Automation Enablement: 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.

Workflow & Case Management: Define scalable case lifecycle, SLA management, escalation, and automation strategies to reduce manual effort and improve first-contact resolution.

Performance & Observability: 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.

Security & Compliance: Implement architecture patterns that ensure data protection, access control, auditability, and compliance with banking and regulatory requirements across customer-facing and internal systems.

Collaboration: Work closely with Customer Experience, Operations, Product, Engineering, Data, and Security teams to translate business needs into clear, actionable solution designs.

Consulting & Continuous Improvement: Provide architectural guidance, troubleshoot complex platform issues, and stay updated with industry trends, AI advancements, and best practices in customer service technology.