Solutions Architect

4 days ago

Manila, National Capital Region, Philippines Nezda Global Full time ₱1,500,000 - ₱3,000,000 per year

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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