Join us to build a more rewarding financial future for all Canadians
At Neo, we’re on a mission to build a more rewarding financial future for all Canadians. Life at a rapidly expanding tech startup isn’t for everyone. It’s complex, fast-paced, high-pressure, but also incredibly fulfilling. Since its founding in 2019, Neo has gained incredible traction and is one of the fastest-growing fintech companies in Canada.
The Role
As a Solutions Architect, Operations Transformation, you will be a pivotal leader in reshaping our customer support ecosystem. You will be instrumental in designing and overseeing the implementation of solutions that proactively reduce customer friction, enable swift issue resolution, and empower our support teams to achieve exceptional first-contact resolution. You will partner closely with engineering teams, product managers, customer support leadership, and business stakeholders to translate our ambitious vision into scalable, secure, and maintainable technical solutions. This role demands a strong blend of technical depth, strategic thinking, a customer-centric mindset, and the ability to drive significant change.
What you'll be doing:
- Architect end-to-end solutions focused on reducing inbound customer contacts by identifying root causes of friction within our products and processes and designing upstream solutions.
- Design and oversee the implementation of AI-powered and automated solutions, including chatbots and voicebots, to enhance self-service capabilities and expedite issue resolution.
- Develop the architectural blueprint for improving first-contact resolution by analyzing current operational systems, identifying blockers, and designing solutions to empower support agents.
- Work closely with cross-functional teams – including Product, Engineering, Customer Support, and Operations – to ensure architectural alignment with business goals, customer experience objectives, compliance needs, and engineering best practices.
- Provide technical leadership and mentorship across software engineering teams involved in the contact center transformation initiatives.
- Evaluate and recommend tools, frameworks, and platforms – including CRM systems, AI/automation platforms, and communication technologies – to support our transformation goals and drive innovation.
- Create and maintain comprehensive architectural documentation and diagrams related to the contact center ecosystem and its evolution.
- Ensure alignment with company-wide architectural principles and governance, while also advocating for solutions that prioritize customer experience and operational efficiency.
- Participate in vendor evaluation and selection for third-party services or platforms critical to the contact center transformation.
- Conduct design reviews, assess the health of contact center related systems, and lead refactoring or re-platforming efforts as needed to improve performance and maintainability.
- Act as a key liaison between operations, engineering, product, security, and infrastructure teams to ensure seamless execution of the contact center transformation strategy.
- Stay up to date with emerging technologies and industry best practices in customer experience, contact center operations, AI-powered support, and financial services.
Who we are looking for:
- 7+ years of software engineering experience, with at least 2 years in an architectural or design-focused role, ideally with exposure to customer service or contact center technologies.
- Strong understanding of modern software architecture including microservices, APIs, cloud-native design, and distributed systems, with a focus on building resilient and scalable customer-facing applications.
- Proficiency in at least one major cloud platform (AWS, GCP, or Azure), preferably AWS.
- Experience with designing and implementing high-availability, fault-tolerant systems, particularly in regulated environments where customer interactions are critical.
- Working knowledge of customer relationship management (CRM) systems (e.g., Salesforce, Zendesk), contact center platforms (e.g., Genesys, Twilio Flex), and related technologies is a significant plus.
- Deep understanding of data modeling, integration patterns, and security protocols (OAuth, SAML, TLS, etc.), with an emphasis on secure handling of customer data.
- Excellent communication and stakeholder management skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
- A strong customer-centric mindset and a passion for improving customer experiences through technology.
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
Nice to haves:
- Experience working in a fintech or financial services environment, with exposure to the unique challenges and opportunities in customer support within this industry.
- Familiarity with AI and automation technologies relevant to customer service, such as natural language processing (NLP), machine learning (ML) for chatbots, and robotic process automation (RPA).
- Hands-on experience with data analytics platforms and tools used to understand customer behavior and identify areas for improvement in the customer journey.
- Familiarity with compliance and security frameworks relevant to customer data and communication, such as SOC 2, PCI-DSS, or GDPR.
- Hands-on experience with Kubernetes, Terraform, Kafka, or other common modern infrastructure tools.
- TOGAF or similar architecture certification is a plus.
Working at Neo:
The people who thrive at Neo are resourceful, growth-oriented, and driven to win. We hold ourselves to high standards because we’re on a mission that matters: to build a more rewarding financial future for all Canadians. As individuals and as a team, we constantly challenge ourselves and each other to do our best work for our customers. Our commitment to customer success drives everything we do, from building intuitive products to providing exceptional support at every step of their journey. If this resonates with you, keep reading.
We trust, respect, and support each other. This means honest conversations, constructive input, and continuous support. You’ll be surrounded by people who push you to be your best. We primarily collaborate in person across our Calgary, Winnipeg, and Toronto offices. As we evolve rapidly, we’re looking for change-makers who thrive on challenge—people who would rather blaze a trail through uncertainty than follow a well-paved path.
All team members have a stake in Neo’s success and earn meaningful equity through stock options. This ownership mindset is at the heart of everything we do — when Neo grows, we all grow. If you’ve heard that Neo employees work hard, it’s true. We hold ourselves accountable for delivering on our commitments to our customers, partners, and each other. Working at Neo means taking ownership of your work and driving results, knowing that your contributions directly impact the company’s success.
Apply with us:
We believe in equal opportunity and are committed to creating an inclusive climate where everyone can thrive. Customers trust us with their finances, so successful candidates for this position will be required to undergo a security screening, including a criminal records check and a credit check.
By continuing with your application, you agree to the Candidate Privacy Notice which guides how we process your personal information for the purpose of your application.