Solutions Architect

Private AdvertiserMandaluyong, Metro Manila, Philippines

1 day ago

Job description

Domain Architect Customer Service

We’re looking for a Domain Architect for our Customer Service domain in Manila to help shape the future of our global customer experience. In this role, you’ll be instrumental in defining the long‑term technical vision for customer service platforms, ensuring scalable and resilient systems that empower our support teams and delight our customers. You’ll orchestrate seamless integration between tools, enable efficient handling of customer interactions and data, enforce technical governance, and design forward‑thinking architecture that enhances service efficiency and drives innovation. All this while collaborating closely with international, cross‑functional teams.

Your responsibilities will include :

Defining a long‑term technical strategy for the domain, in which you safeguard scalability, performance, reliability and security
Designing scalable, modular architecture for customer service platforms, including CRM, IVR, chatbots, case routing, and integration layers
Improving and simplifying data flows within customer service and across domains, enabling real‑time insights, faster resolution and better decision making
Advising on tools, integrations, and AI‑driven solutions that empower agents, enable self‑service, and explore automation opportunities that balance efficiency with human interaction
Driving a culture of innovation and continuous improvement by promoting best practices, mentoring teams, and staying ahead of industry trends and emerging technologies
Defining and enforcing architectural standards, technical governance, and quality controls to ensure consistency and long‑term sustainability
Acting as a strategic partner to business and IT stakeholders, translating customer service needs into scalable technical solutions

Skills and experience

5+ years of experience as a Domain, Solution, or Technical Architect, preferably in high‑scale eCommerce or Customer Service environments with complex system integrations

Bachelor's degree in Computer Science, Software Engineering, or a related field; a Master’s or relevant certifications (e.g., TOGAF, Google Cloud Architect) are a plus

Strong knowledge of CRMs (e.g., Zendesk), chatbots, IVR infrastructure, and AI technologies such as Large Language Models (LLMs) to automate and enhance customer service processes

Proficiency in modern backend technologies and APIs (e.g., JavaScript / Node.js, Java, REST / JSON), with working knowledge of frontend and integration frameworks

Strong grasp of software architecture principles, design patterns, and best practices.

Deep experience with Google Cloud Platform (preferred); familiarity with AWS or Azure is a plus

Familiarity with the DevOps lifecycle and CI / CD pipelines to support agile delivery and deployment across distributed environments

Willingness to travel on occasion

Hands‑on approach to architecture, with a strong sense of ownership and accountability for end‑to‑end technical solutions

Excellent communication and influencing skills to align technical decisions with cross‑domain business goals

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Solution Architect • Mandaluyong, Metro Manila, Philippines