We are seeking experienced professionals to fill two critical roles focused on Contact Center technologies and enterprise application delivery. These positions are pivotal in driving transformation and operational excellence across our Contact Center platforms, especially integrating IVR, Genesys, and cloud-based systems.
Role Overview Both roles demand strong expertise in Contact Center domains, cloud networking, and enterprise application life cycles, requiring professionals with the ability to independently manage complex tasks with minimal supervision.
Technical Business Analyst You will design, deploy, and support enterprise applications centered around Contact Center solutions. This role involves:
- Developing software solutions by analyzing system workflows, data usage, and user needs.
- Creating detailed documentation including flowcharts, layouts, diagrams, and code comments.
- Designing IVR flows and managing custom workflows, business rules, and process flows.
- Liaising with teams to ensure seamless integration with third-party applications.
- Leveraging extensive experience in routing technologies, ACDs, and Genesys systems.
Requirements:
- 8–10+ years of experience with MS Windows platform applications.
- Strong working knowledge of Contact Center applications such as IVR and Genesys.
- Proven ability in Call routing technology, routing management, WFM, and Command Center.
- Solid infrastructure, network, and cloud networking understanding.
Project Manager You will oversee the full lifecycle delivery and operational support of Contact Center products and services, ensuring agile, cost-effective solutions aligned with customer needs. Key responsibilities include:
- Leading integration and deployment of enterprise Contact Center applications.
- Coordinating with engineering, architecture, and business teams to shape product direction.
- Managing DevOps pipelines to support continuous integration and delivery.
- Applying tools like JIRA, Confluence, and Clarity for programme delivery and reporting.
- Leading multiple related projects to achieve strategic business objectives.
Requirements:
- 8–10+ years delivering Contact Center or large-scale global cloud solutions.
- Strong DevOps experience.
- Expertise in stakeholder and project management.
- Ability to ensure product solutions are cost-effective and sustainable across the agile development lifecycle.
Why Join Us? - Be part of a dynamic global banking environment in Hong Kong.
- Work on cutting-edge Contact Center technologies integrating cloud and third-party systems.
- Collaborate with diverse teams to innovate customer journeys and operational excellence.
If you have the required experience and a passion for Contact Center technologies, we want to hear from you!