About the job
About the Role
We are thrilled to invite applications for the position of Solution Architect – Customer Service Experience at Tyme, part of our dynamic platform and engineering team!
In this pivotal role, you will collaborate with leaders from customer service experience and product management, as well as cross-functional engineering teams, to design and enhance the technological infrastructure that underpins customer support across digital banking channels. Your work will involve modern customer service platforms utilizing cloud-native architecture, APIs, automation, and AI to provide swift, dependable, and tailored support at scale.
Your contributions will significantly influence customer satisfaction, operational efficiency, and scalability across diverse markets without proportional increases in costs or staffing. You will closely partner with engineering and customer experience teams, serving as a trusted technical advisor and hands-on architect.
If you have a passion for tackling complex challenges at the crossroads of customer experience, platform engineering, and AI, and are eager to work on systems that service millions of customers, we would be delighted to connect with 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 on, and implement comprehensive Customer Service Experience solutions, including omnichannel platforms (chat, voice, in-app messaging, email), case management systems, workflow engines, and customer engagement tools, ensuring scalability, resilience, and high availability.
Omnichannel & Integration Design: Develop API-first and event-driven integrations between customer service platforms and core banking systems, CRM, identity systems, and operational platforms to ensure seamless customer journeys.
AI & Automation Enablement: Architect and deploy AI-driven customer service functionalities, including conversational bots, agent assist features, case classification, summarization, and knowledge retrieval while maintaining security, privacy, and responsible AI practices.
Workflow & Case Management: Establish scalable case lifecycle, SLA management, escalation, and automation strategies that minimize manual effort and enhance first-contact resolution rates.
Performance & Observability: Ensure customer service platforms adhere to non-functional requirements such as performance, reliability, availability, and observability. Actively seek architecture enhancements to optimize cost-to-serve and system efficiency.
Security & Compliance: Implement architectural patterns that ensure data protection, access control, auditability, and compliance with banking and regulatory standards across both customer-facing and internal systems.
