(a) to lead a system support team and work with external contractors to maintain and improve the performance, reliability and resilience of the contact centre’s telephony infrastructure and communications systems;
(b) to perform system changes to meet service requirements;
(c) to develop, implement and review the information and communications systems to meet operational needs;
(d) to monitor performance of maintenance contractor and perform fault management; and
(e) to initiate and identify enhancement of contact centre system for more efficient and effective delivery of services to public.
The job holder may be required to work overnight, on Saturdays, Sundays, public holidays and irregular hours, and in inclement weather such as during typhoons and black rainstorms. The successful candidate is required to assume duty at short notice and is subject to deployment to the 1823 offices in Yau Ma Tei or Cheung Sha Wan.

Candidate 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 contact centre infrastructure and information system support and management* ($63,570 per month);
(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 contact centre infrastructure and information system support and management* ($60,540 per month); and
(b) good command of written and spoken English and Chinese as well as good communication, inter-personal and analytical skills.
*Working experience in contact centre infrastructure and information system support and management refers to support, development and management work for any of the following systems in a contact centre environment:
1. Contact centre telephony systems (e.g. Avaya Aura Communication Manager, Avaya Aura Experience Portal);
2. Contact centre applications, including customer relationship management system (e.g. Oracle Siebel), voice and screen recording system (e.g. NICE Engage);
3. Relational database management system (e.g. Oracle database and MS SQL Server);
4. Infrastructure and network, including private cloud (e.g. VMware EXSI and vCenter 6.5 or above), blade server, SAN storage, VPN, firewall, Windows Active Directory; or
5. Security appliances and applications, including endpoint anti-malware and anti-virus protection (e.g. Carbon Black and McAfee), proxy server (e.g. Forcepoint), etc.