Senior Project Manager — Contact Centre & Conversational AI

Argyll Scott; Hong Kong; On-site; HKD 1,200,000 - 1,550,000; Full time

Job summary

Argyll Scott is seeking a senior IT delivery professional for a 12-month contract in Hong Kong to lead a front-end modernisation program focusing on voicebot, chatbot, and conversational AI for customer engagement.

You will oversee discovery to launch, manage integrated delivery plans, budgets, risks, and executive reporting, and ensure SDLC and AI governance compliance while coordinating with vendors and stakeholders.

Qualifications

• 15+ years in financial services, 7+ in senior IT delivery or transformation.
• Proven delivery of contact centre, conversational AI, voicebot or chatbot.
• Experience with complex system integration across digital and CRM platforms.
• PMP, PRINCE2 or recognised Agile certification.
• Strong vendor management and executive stakeholder communication.
• Cantonese-language customer solutions experience preferred.
• Cantonese, Mandarin and English required.

Responsibilities

• Lead projects from discovery through launch and benefits.
• Own integrated delivery plans, budgets, risks, dependencies and executive reporting.
• Deliver voicebot and chatbot: intent detection, knowledge responses, agent handover.
• Validate speech accuracy, response quality, latency and customer experience.
• Govern solution architecture across digital, contact centre, CRM and customer data.
• Ensure compliance with SDLC, cybersecurity, privacy, AI governance and audit.
• Manage vendors through SOWs, milestones, acceptance and service transition.
• Drive operational readiness, training, monitoring and post-launch stabilisation.

Skills

Financial services

IT delivery leadership

Vendor management

Stakeholder communication

Cantonese

English

Mandarin

Tools

CRM systems

Voicebot platforms

Job description

Job Highlights

• 12-month contract, Hong Kong, senior IT delivery seat

• Front-end modernisation: voicebot, chatbot, conversational AI

• Lead contact centre transformation for customer engagement

• Report into Director of IT Project Management

• Hands-on delivery, not a strategy role

About the Client

• Major life insurer in Hong Kong with an ambitious digital agenda

• Investing in AI-enabled customer engagement across digital channels

• Lean IT team, high autonomy, direct access to senior stakeholders

• Vendor ecosystem across CRM, contact centre and customer data platforms

• Programme already funded and mobilised

Role Duties

• Lead projects from discovery and PoC through design, build, launch and benefits

• Own integrated delivery plans, budgets, risks, dependencies and executive reporting

• Deliver voicebot and chatbot: intent detection, knowledge responses, agent handover

• Validate speech accuracy, response quality, latency and customer experience

• Govern solution architecture across digital, contact centre, CRM and customer data

• Ensure compliance with SDLC, cybersecurity, privacy, AI governance and audit

• Manage vendors through SOWs, milestones, acceptance and service transition

• Drive operational readiness, training, monitoring and post-launch stabilisation

Role Requirements

• 15+ years in financial services, 7+ in senior IT delivery or transformation

• Proven delivery of contact centre, conversational AI, voicebot or chatbot

• Experience with complex system integration across digital and CRM platforms

• PMP, PRINCE2 or recognised Agile certification

• Strong vendor management and executive stakeholder communication

• Cantonese-language customer solutions experience preferred

• Cantonese, Mandarin and English required

Why Apply

• High-visibility programme with direct C-suite access

• Genuine AI and conversational AI delivery, not legacy maintenance

• Fast-moving, lean team with real autonomy

• Competitive day rate, 12-month contract with extension potential

• Build a differentiated CV in AI-enabled customer engagement