Customer Service - Solution Architect (AI)

Company

hirify.global is a global e-commerce company founded in 2006 that serves millions of customers with a broad product selection.

What you will do

• Define the strategic architecture vision and roadmap for customer service platforms, including Zendesk, Node.js microservices, ADA chatbot, Spring Boot applications, knowledge management systems, and SAP integrations.
• Own end-to-end architecture for ticketing workflows, case management, omnichannel support, automation, chatbots, and system integrations.
• Architect AI-driven capabilities such as automated email responses, RAG-based knowledge retrieval, and smart ticket routing.
• Provide technical oversight for migrations, microservices scaling, and integrations across Zendesk, custom applications, ERP, and e-commerce systems.
• Define microservice, domain-driven, event-driven, and composable service architecture patterns, as well as observability, monitoring, performance, and availability strategies.
• Establish architecture standards, data governance, service quality rules, privacy compliance, and documentation while coordinating with business, product, technical, domain, and enterprise architecture stakeholders.

Requirements

• 3–5 years of experience as a Solution Architect, preferably in customer service, CRM, or contact center ecosystems.
• 12+ years of experience in software engineering, architecture, and system design, including strong exposure to distributed systems.
• Strong expertise in microservices architecture, service design, orchestration, and event-driven patterns.
• Experience with AI-based customer service workflows, including chatbots, automated email responses, and RAG-based knowledge retrieval.
• Hands-on experience with CRM and customer service platforms and integrations with ERP and e-commerce systems.
• Strong knowledge of database schema design using SQL or NoSQL databases, plus experience designing solutions with cloud services on GCP, Azure, or AWS; GCP is preferred.
• Knowledge of search and analytics technologies such as Elasticsearch.
• Strong understanding of data privacy, GDPR, ISO standards, and compliance requirements for customer data.
• Experience mentoring technical leads, guiding development teams, translating business needs into scalable and maintainable architecture, and presenting architectural decisions to technical and non-technical audiences.
• Excellent solution design, problem-solving, documentation, cross-functional collaboration, governance, communication skills, and an Agile mindset.

Culture & Benefits

• Opportunity to work with a global e-commerce company serving millions of customers.
• Freedom to pursue opportunities and grow professionally.
• Investment in personal growth and development.
• Recruitment includes an assessment.

Hiring process

• An assessment is part of the recruitment process.
• Applications are handled by the Talent Acquisition team.