AVP, Contact Centre Technology Leadership

HKT; Hong Kong; Hybrid; HKD 1,200,000 - 2,200,000; Full time

Job summary

PCCW Group is seeking a senior leader to own the Huawei AICC platform strategy, driving a 3-year technology roadmap for scalable, resilient contact center solutions. You will oversee AMS operations, deploy AI features, and coordinate across HK and Foshan teams to deliver continuous improvements.

Experience in Genesys Cloud, NICE CXone, or Twilio Flex is highly valued, with a track record of budgeting $1M+ and leading cross‑cultural teams.

Qualifications

• Education: Bachelor’s degree in CS/Engineering/Business; Master’s preferred.
• Experience: 10+ years IT/Telecommunications with 5+ years in contact center technology leadership.
• Platform expertise: Deep hands-on experience with Huawei AICC.
• Preferred: Genesys Cloud, NICE CXone, or Twilio Flex; ability to map concepts across platforms.
• Leadership: Proven track record managing hybrid teams and budgets $1M+.

Responsibilities

• Own the 3-year technology roadmap for Huawei AICC contact center, focusing on scalability and resilience.
• Oversee AMS to ensure 99.9%+ availability, incident resolution, and proactive maintenance.
• Lead AI adoption, integrating GenAI, LLMs, and intelligent routing into the customer journey.
• Manage hybrid HK & Foshan teams, establishing governance and agile workflows.
• Productize internal AI tools for enterprise customers in collaboration with Product Management.

Skills

Strategic thinking

Cross-cultural communication

Stakeholder management

Agile mindset

Education

Bachelor’s degree in Computer Science/Engineering/Business Administration

Master’s degree preferred

Tools

Huawei AICC

Genesys Cloud

NICE CXone

Twilio Flex

REST/SOAP APIs

Job description

Serve as the subject matter expert and strategic owner of theHuawei AICCplatform.

Define the 3-year technology roadmap for the contact center, focusing on scalability, resilience, and integration capabilities.

Evaluate and integrate emerging AI technologies (GenAI, LLMs, Voicebots) into the existing Huawei ecosystem to enhance agent assist tools and customer self-service options.

Note: Experience withGenesys, NICE, or Twiliois highly valued. You must be able to translate best practices from these platforms into our Huawei-based architecture where applicable.

2. Application Management Services (AMS) & Operations Excellence

Oversee the AMS team to ensure 99.9%+ platform availability, rapid incident resolution, and proactive maintenance.

Implement robust monitoring, logging, and alerting mechanisms for the contact center stack.

Drive continuous improvement initiatives to reduce mean time to repair (MTTR) and improve system performance.

Manage vendor relationships with Huawei and other third-party integrators, ensuring SLA compliance and cost optimization.

3. AI Adoption & Digital Journey Optimization

Lead the integration of AI-driven features into the customer journey (e.g., intelligent routing, real-time sentiment analysis, predictive next-best-action for agents).

Collaborate with UX/CX teams to digitize manual processes, reducing touchpoints and improving First Contact Resolution (FCR).

Develop use cases forAgent-to-AgentandHuman-AI collaborationmodels to enhance service quality.

4. Hybrid Team Management (HK & Foshan NDC)

Lead a distributed team comprising strategic leads in Hong Kong and technical execution teams in the Foshan Near-Shore Development Center (NDC).

Establish clear governance, communication protocols, and agile workflows between HK business stakeholders and Foshan technical teams.

Foster a culture of innovation, continuous learning, and operational excellence across both locations.

Manage resource allocation, budgeting, and performance management for direct reports in both regions.

5. Productization & Enterprise Extension

Identify internal solutions that have high potential for external commercialization.

Work with Product Management to "productize" these internal tools (e.g., specific AI modules, integration frameworks) for enterprise customers.

Qualifications & Requirements

Education & Experience

Education:Bachelor’s degree in Computer Science, Engineering, Business Administration, or related field. Master’s degree preferred.

Experience:10+ years in IT/Telecommunications, with at least 5 years in contact center technology leadership.

Platform Expertise:Deep hands-on experience withHuawei AICCis required.

Preferred:Previous exposure to or expertise inGenesys Cloud, NICE CXone, or Twilio Flex. Ability to map concepts across platforms is critical.

Leadership:Proven track record managing hybrid teams (onsite + near-shore/offshore). Experience managing budgets of $1M+ USD.

Technical Skills

AI & Automation:Experience with AI integration in contact centers (Voicebots, Chatbots, Agent Assist, Speech-to-Text/NLP).

Integration:Strong knowledge of APIs, REST/SOAP, SIP, WebRTC, and cloud integration patterns.

Data & Analytics:Familiarity with contact center analytics, BI tools, and data privacy regulations (GDPR, PDPO).

Soft Skills

Strategic Thinking:Ability to balance immediate operational needs (AMS) with long-term innovation (AI/Digital Journey).

Cross-Cultural Communication:Excellent verbal and written communication skills in English and Mandarin. Experience working with teams in Mainland China is highly preferred.

Stakeholder Management:Ability to influence senior leadership and translate technical concepts into business value.

Agile Mindset:Comfortable with iterative development, rapid prototyping, and adapting to changing business requirements.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in Hong Kong?
• How many years' experience do you have in a Call Centre Role?
• How many years of experience do you have in the Telecommunications Industry?

Telecommunications & Internet Service Providers More than 10,000 employees

PCCW Group is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited, Hong Kong’s premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated business transformation solutions and has built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, big data analytics, fintech and healthtech services to deepen its relationship with customers.

PCCW Group is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited, Hong Kong’s premier telecommunications service provider and leading operator of fixed-line, broadband, mobile communication and media entertainment services. HKT delivers end-to-end integrated business transformation solutions and has built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, big data analytics, fintech and healthtech services to deepen its relationship with customers.

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