Resident Solution Architect guiding customers through implementation and configuration of Immuta’s data solutions. Aiming for meaningful business outcomes across various industries from their investment.
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
Senior Director of Solutions Engineering at Comcast Business leading a team to drive technical strategy and solution design. Overseeing customer engagement and operational management for enterprise accounts.
Senior Workday HCM Integration Engineer supporting Workday functionalities and integration projects at SoFi in San Francisco. Collaborating with stakeholders and providing expert - level support.
Cloud Solutions Architect managing customer services hosted in a FedRAMP certified commercial cloud environment. Defining architecture and assessing migration strategies for optimized solutions.
Senior Test Solutions Engineer at Micron developing innovative memory and storage solutions. Leading testing strategy and execution to enhance information transformation.
Solution Engineering Manager leading a high - performing team for B2B SaaS solutions at Ironclad. Collaborating with Sales and Customer Outcomes to drive customer value realization and team performance.
Senior Solution Architect leading design and development of solutions for defense and federal clients. Collaborating with teams to ensure technically sound solutions aligned with mission outcomes.
AI Solutions Architect promoting and selling cutting - edge AI software solutions for HP. Collaborating with business development to drive adoption and contribute to customer base growth.
AI Solutions Architect at Wavestone designing scalable AI architectures and integrating complex solutions for enterprise environments in Switzerland. Collaborating in a team focused on innovation and security.
Senior Clinical Solutions Manager at Philips driving strategic medical plans and developing clinical information for cardiac monitoring products. Collaborating with cross - functional teams to enhance product compliance and safety initiatives.