To lead a system support team and work with external contractors to maintain / improve the performance, reliability and resilience of the contact centre’s telephony infrastructure and communications systems; to perform system changes to meet service requirements; to develop, implement and review the communications systems to meet operational needs; to monitor performance of maintenance contractor and perform fault management; and to initiate and identify enhancement of contact centre system for more efficient and effective delivery of services to public. May be required to work at overnight, and irregular hours during weekdays as well as public holidays, and in inclement weather such as during typhoon and black rainstorm. The successful candidates are subject to deployment to any offices of 1823 in any district of Hong Kong.

Candidates should have - (a) (i) a Hong Kong bachelor degree in Information Technology, Information System, Computer Science, Engineering or related discipline, or equivalent; plus a minimum of 5 years’ post qualification working experience in information and communications technology industry, of which at least 3 years’ working experience in contact centre project management, project engineering and system architecture and 1 year’s working experience in the management of Avaya Aura Contact Centre and NICE Voice Screen Recording System, and telephony Interactive Voice Recognition System development in contact centre ($46,820 per month); or (ii) attained Level 2 or equivalent or above in five subjects in the Hong Kong Diploma of Secondary Education Examination (HKDSEE) (Note 1), or equivalent; or Level 2 / Grade E or above in five subjects in the Hong Kong Certificate of Education Examination (HKCEE) (Note 2), or equivalent; plus 15 years’ working experience in information and communications technology industry, of which at least 10 years’ working experience in contact centre project management, project engineering and system architecture and 3 years’ working experience in the management of Avaya Aura Contact Centre and NICE Voice Screen Recording System, and telephony Interactive Voice Recognition System development in contact centre ($44,590 per month); and (b) good command of written and spoken Chinese and English.