
Solutions Architect
4 days ago
About the Role
As a
Domain Architect – Customer Service
, you'll define the long-term technical strategy for our customer service platforms. You'll ensure reliability, performance, and security while driving integrations, data flows, and cutting-edge customer service solutions across our global ecosystem.
Key Responsibilities
- Define and implement long-term technical strategy for the Customer Service domain
- Design scalable, modular architectures covering CRM, IVR, chatbots, case routing, and integration layers
- Improve and simplify data flows across domains for real-time insights and faster resolution
- Evaluate and integrate tools and AI solutions (e.g., LLMs) to empower agents and enhance self-service
- Promote technical governance, enforce architectural standards, and ensure long-term sustainability
- Partner with business and IT stakeholders to align technology with customer service goals
- Mentor teams and champion innovation, continuous improvement, and best practices
Must-Have Qualifications
- 5+ years as a Domain, Solution, or Technical Architect in complex, high-scale environments (e.g., eCommerce or Customer Service)
- Bachelor's degree in Computer Science, Software Engineering, or related field
- Strong knowledge of CRMs (e.g., Zendesk), IVR, chatbots, and AI/LLM applications in customer service
- Proficiency with backend technologies and APIs , Java, REST/JSON)
- Experience with Google Cloud Platform (preferred) or AWS/Azure
- Strong grasp of architecture principles, design patterns, and DevOps/CI-CD pipelines
- Excellent communication and influencing skills
Good-to-Have
- Master's degree or certifications (TOGAF, Google Cloud Architect)
- Exposure to frontend or integration frameworks
- Occasional willingness to travel
Why Join Us
- Work on global, high-impact platforms used by millions of customers
- Be at the forefront of AI-driven transformation in customer service
- Collaborate with international, cross-functional teams
- Enjoy ownership, autonomy, and the chance to set long-term architecture vision
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