Lead hands - on technical engagements with strategic customers at Micron Technology. Define solutions across memory and systems while ensuring customer needs are met.
About the role
- Solution Architect designing technology foundation for customer support across digital banking channels, collaborating closely with engineering and customer experience teams.
Responsibilities
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
AFD360 SE at Salesforce optimizing Data Cloud and Agentforce for customers. Requires extensive customer - facing technical architecture experience and proficiency in AI and Data Cloud.
Dynamic Presales professional joining Salesforce to drive customer engagement and innovative tech solutions. Collaborate with Sales teams and showcase the power of Salesforce applications.
Client Solutions Engineer Manager leading the daily operations of AHEAD’s NY and NJ Solutions Engineering Team. Working with Managing Directors to drive sales and foster exceptional customer satisfaction.
Mid - Career Integration Engineer supporting development and certification of transport category airplanes at Boeing Brazil. Working in a hybrid role from Sao Jose dos Campos.
Solutions Architect at Lovable to design solutions aligning with customer goals and technical constraints. Collaborating with teams to drive adoption of AI - native software creation.
Solutions Architect at Orb driving evaluations of billing solutions for prospective clients. Bridging technology and business strategy while enhancing customer relationships and experiences.
Senior Client Solution Manager building strategic partnerships and driving revenue growth on Pinterest. Seeking experienced digital advertising sales professional with strong relationship building skills.
Solutions Architect designing and implementing complex solutions at MassMutual. Collaborating with teams to deliver technologies for sales and distribution processes enhancing business outcomes.
Oracle Applications Architect leading architecture, design, and optimization of Oracle ERP solutions at GDIT. Collaborating with teams to ensure safety and security of the nation through modernization efforts.