Solution Lead (Contact Centre)
Company: Chinasoft International
Employment Type: Full-time, 12-month Renewable Contract
Work Location: On-site at a Leading Telecommunications and Technology Group (Kowloon)
Job Highlights
- Enterprise Architecture: Design and own the strategy for a high-volume omnichannel Contact Centre ecosystem.
- Digital Transformation: Drive process re-engineering, workflow automation (RPA), and complex system integrations.
- End-to-End Delivery: Manage full project lifecycles from architecture design to UAT, PAT, and post-go-live support.
Overview
Chinasoft International is seeking a highly capable Solution Lead (Contact Centre) to lead the digital transformation of an enterprise-scale customer service ecosystem. Handling millions of daily interactions across voice, digital, chat, email, and self-service channels, this role blends solution architecture, project management, and operational excellence.
You will design scalable, secure solutions that elevate the customer experience while strictly adhering to Hong Kong’s financial regulatory and data privacy standards.
Key Responsibilities
- Solution Architecture: Architect scalable CCaaS (Contact Centre as a Service) solutions, defining journey mapping and seamless API integrations with CRM, pension platforms, and core administration systems.
- Digital Transformation: Translate business needs into technical specifications; lead process re-engineering and data mapping to reduce handling times and strengthen compliance controls.
- Project Management: Direct the full lifecycle of call-centre applications using Agile/hybrid methodologies, coordinating cross-functional teams and vendors to ensure on-time delivery.
- Quality & Performance Engineering: Monitor key performance metrics, implement data-driven automations, and lead QA programs involving root-cause analysis for escalated issues.
- Governance: Ensure all contact centre architectures and deployments comply with strict data governance and cybersecurity standards.
- Stakeholder Leadership: Act as the primary Subject Matter Expert (SME) for contact centre technologies, providing strategic technical consultation to senior management and business units.
Requirements
- Academic Background: Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related discipline.
- Professional Experience: 5–8 years of progressive experience in contact centre solutions, preferably within the banking, insurance, or financial services sectors. Proven track record in managing operations with high transaction volumes.
- Technical Proficiency:
- Deep understanding of core contact centre technologies including IVR, ACD, omnichannel routing, and quality management systems.
- Hands-on exposure to CRM systems, RPA (Robotic Process Automation) tools, API integrations, and workflow automation.
- Delivery Skills: Excellent project management capabilities, proficient in requirements gathering, UAT coordination, and change management.
- Analytical Mindset: Strong ability to interpret quality data and translate operational insights into strategic technological actions.
- Language: Cantonese, English, and Mandarin.
