• (a)Lead a system support team and manage external contractors to maintain, monitor, and optimise the daily performance, availability, and resilience of telephony infrastructure and communications systems of the contract centre;
• (b)Support the planning and implementation of IT projects, including solution design, technical evaluation, and system integration and configurations;
• (c)Drive AI adoption and technological innovations in contact centre operations to enhance operational efficiency;
• (d)Monitor maintenance contractor performance, manage fault reporting, conduct incident investigations, and ensure timely fault resolution; and
• (e)Perform other duties as assigned by senior officers. 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 may be required to assume duty at short notice. The main working location are 1823 offices in Yau Ma Tei and Cheung Sha Wan.

Candidate should have -

• (a)a Hong Kong bachelor’s degree in Information Technology, Information System, Computer Science, Computer Engineering or a related discipline, or equivalent;
• (b)a minimum of five years of full-time post-qualification working experience in the Information and Communications Technology (ICT) industry, including:
  • (i)at least three years of experience in the implementation and maintenance of Telephony and Interactive Voice Response (IVR) Systems; and
  • (ii)at least two years of experience in the deployment and maintenance of Artificial Intelligence (AI) Voice Processing Systems (such as AI voicebots or real-time Speech-to-Text systems); and
• (c)a good command of written and spoken English and Chinese, together with strong communication, interpersonal and analytical skills. Prior related working experience in a government or public sector call centre / contact centre is strongly preferred.