Customer Service Solution Architect (AI)

TL;DR

Customer Service Solution Architect (AI/Microservices): Defining the strategic architecture for customer service platforms with an accent on AI-driven workflows, omnichannel support, and scalable microservices. Focus on designing RAG-based knowledge retrieval, automating ticketing workflows, and integrating CRM systems with ERP/eCommerce backends.

Company

hirify.global is a global e-commerce leader founded in 2006, serving millions of customers with a vast selection of products.

What you will do

• Design a future-ready architecture roadmap for customer service systems including Zendesk, Node.js microservices, and SAP integrations.
• Own the end-to-end architecture for ticketing workflows, case management, and omnichannel support.
• Architect AI-driven capabilities such as RAG-based knowledge retrieval, smart ticket routing, and automated email responses.
• Define and enforce microservice architecture patterns, domain-driven design (DDD), and event-driven architecture.
• Establish data governance and ensure strict compliance with GDPR and ISO standards.
• Define observability, monitoring, and performance strategies to ensure high availability and reliability of CS systems.

Requirements

• 3-5 years of experience as a Solution Architect, preferably in CRM or contact center ecosystems.
• 12+ years of total experience in software engineering, architecture, and system design for distributed systems.
• Strong expertise in microservices, event-driven patterns, and AI-based customer service workflows.
• Hands-on experience with CRM platforms and integrations with ERP/eCommerce systems.
• Proficiency in SQL/NoSQL database schema design and cloud platforms, preferably GCP.
• Proven ability to translate complex business needs into scalable and maintainable technical architecture.

Nice to have

• Experience mentoring technical leads and guiding development teams.
• Knowledge of search and analytics technologies such as Elasticsearch.

Culture & Benefits

• Investment in personal growth and opportunities to thrive within a global e-commerce leader.
• Bold and down-to-earth corporate culture that embraces challenges and experimentation.
• High level of freedom to seize opportunities and grow professionally.

Hiring process

• The recruitment process includes a technical assessment.