Solution Architect (Customer Service Integration - Digital Banking)

This role requires relocation to HCMC, Vietnam (relocation assistance provided)

We're looking for aSolution Architect Customer Service Experiencefor our client in the banking domain. In this role, you will work with customer service experience business and product leaders and cross-functional engineering teams to design and evolve thetechnology foundation that powers customer support across digital banking channels. You'll work on modern customer service platforms that leveragecloud-native architecture, APIs, automation, and AIto deliver fast, reliable, and personalized support at scale.

Your work will directly impactcustomer satisfaction, operational efficiency, and the ability to scale across multiple marketswithout 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 ofcustomer experience, platform engineering, and AI, and want to work on systems used to service millions of customers, we'd love to meet you.

• Customer Service Platform Architecture:Design, evaluate, consult, and deployend-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.

Education:

Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related field.

Experience:

• 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

Technical Skills:

• Strong knowledge of API-first and event-driven architectures
• Experience with cloud platforms (AWS preferred)
• Familiarity with:
• Contact centre or customer service platforms
• Case management and workflow systems
• Automation or low-code platforms
• Knowledge of how AI can be applied to common customer service use cases

Security & Compliance:

• Experience designing secure systems handling customer data
• Understanding of data privacy, access control, and regulatory requirements in financial services

Soft Skills:

• 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

• Meal and parking allowance
• Full benefits and salaryrank during probation.
• Insurances as Vietnamese labor law andpremium health care for all employees and family members
• Performance bonusup to 2 months
• 13th monthsalary pro-rata
• 15-day annualleave+ 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)