Global CX Platform Architect

HRTX

Pasig

On-site

PHP 1,800,000 - 3,000,000

Full time

14 days+

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Job summary

HRTX in Manila seeks a Domain Architect for our Customer Service domain to shape the long-term technical vision of our global support platforms and ensure scalable, secure systems that empower agents and delight customers.

You will design modular architectures for CRM, IVR, chatbots, and integrations, improve data flows for real-time insights, and guide IT and business stakeholders with hands-on ownership and strong communication skills.

Qualifications

5+ years as a Domain/Solution/Technical Architect in high-scale environments.
Bachelor’s degree in Computer Science, Software Engineering, or related field; Masters or certs are a plus.
Strong knowledge of CRMs (e.g., Zendesk), chatbots, IVR, and AI tech for automation.
Solid software architecture principles, patterns, and governance.
Experience with GCP (preferred); familiarity with AWS/Azure is a plus.

Responsibilities

Define long-term technical strategy for the domain with focus on scalability, performance, reliability and security.
Design scalable, modular architecture for CRM, IVR, chatbots, case routing, and integrations.
Improve data flows across customer service and domains for real-time insights and faster resolution.
Advise on tools, integrations, and AI-driven solutions to empower agents and enable self-service.
Promote innovation, mentor teams, and enforce architectural standards and governance.
Be a strategic partner translating business needs into scalable technical solutions.