Assistant Manager (IT Contact Center Solutions)

Classy Wheeler Limited; Hong Kong; On-site; HKD 500,000 - 800,000; Full time

Job summary

A leading communication technology firm in Hong Kong seeks an experienced Assistant Manager for IT Contact Center Solutions. The role involves collaborating with clients to define business requirements, managing complex projects, and ensuring compliance with quality standards. Candidates must have at least five years of project management experience, a strong knowledge of omnichannel technologies like WhatsApp and Facebook Messenger, and hold a professional project management certification. This permanent position offers opportunities for digital transformation leadership.

Qualifications

• Minimum of five years of professional project management experience within the IT or contact center industries.
• Successful history of managing complex projects with multiple stakeholders.
• Strong technical knowledge of omnichannel communication technologies.

Responsibilities

• Collaborate with clients to define business requirements.
• Create and audit comprehensive system documentation.
• Conduct technical assessments and provide recommendations.

Skills

Project management experience

Omnichannel communication technologies

Artificial Intelligence applications

Leadership and analytical skills

Education

Professional certification (PMP or PRINCE2)

Tools

Microsoft Azure

Amazon Web Services

Google Cloud Platform

Job description

Assistant Manager (IT Contact Center Solutions)

Client Description

Company Description: A leading provider of communication and customer engagement technology solutions, specializing in digital transformation and omnichannel implementations for enterprise clients. Nature: Permanent

Job Description

• Collaborate closely with clients to define business requirements and convert them into detailed, actionable project plans.
• Create and audit comprehensive system documentation to ensure all materials adhere to established organizational standards.
• Conduct technical assessments and provide strategic recommendations for evaluating various system solutions.
• Liaise with internal product, technical, and support teams as well as external vendors to synchronize project deliverables.
• Monitor and ensure strict compliance with all quality standards and contractual obligations.
• Prepare and deliver professional project status reports and updates to senior management and key stakeholders.
• Direct product demonstrations and Proof-of-Concept engagements specifically tailored for enterprise-level customers.
• Serve as a primary technical advisor for clients undergoing digital transformation and omnichannel platform transitions.

Job Requirements

• Possess a minimum of five years of professional project management experience within the IT or contact center industries.
• Demonstrate a successful history of managing complex projects involving multiple stakeholders while meeting time and budget targets.
• Maintain strong technical knowledge of omnichannel communication technologies including WhatsApp, WeChat, and Facebook Messenger.
• Understand and apply Artificial Intelligence applications within a customer service environment.
• Exhibit exceptional leadership, analytical problem-solving, and professional communication skills.
• Hold a professional certification such as PMP or PRINCE2, which is considered a significant advantage.
• Show proficiency in working within agile or hybrid project management frameworks.
• Experience with cloud infrastructure platforms such as Microsoft Azure, Amazon Web Services, or Google Cloud Platform is preferred.
• Previous experience deploying or managing cloud-based contact center solutions is highly desirable.