Senior Telephony & AI Systems Engineer

Civil Service Bureau; Hong Kong; Sur place; HKD 900 000 - 1 000 000; Plein temps

Avantages offerts par ce poste

Gratuity on contract completion

Paid leave under Employment Ordinance

Résumé du poste

Civil Service Bureau in Hong Kong seeks a senior ICT lead for the government contact centre, overseeing telephony and AI-driven systems. The role requires deep Telephony/IVR experience and AI deployment, with strong bilingual communication skills.

The successful candidate will head a system support team, manage external contractors, and drive IT projects from design to deployment. Shift patterns and on-site duties may apply at multiple locations.

Qualifications

• Hong Kong bachelor’s degree in Information Technology, Information System, Computer Science, Computer Engineering or related discipline, or equivalent.
• At least five years of full-time post-qualification ICT experience, including 3+ years in Telephony/IVR and 2+ years in AI voice processing deployment/maintenance.
• Good command of written and spoken English and Chinese, with strong communication, interpersonal and analytical skills.

Responsabilités

• Lead a system support team and manage external contractors to maintain, monitor, and optimise telephony infrastructure and communications systems of the contact centre.
• Support planning and implementation of IT projects, including solution design, technical evaluation, and system integration and configurations.
• Drive AI adoption and innovations in contact centre operations to improve efficiency.
• Monitor contractor performance, manage fault reporting, conduct incident investigations, and ensure timely fault resolution.
• Perform other duties as assigned by senior officers.

Connaissances

Communication

Interpersonal skills

Analytical skills

Bilingual English/Chinese

Formation

Bachelor's degree in IT/related discipline

Outils

IVR systems

AI voice processing systems

Telephony infrastructure

Description du poste

Civil Service Bureau in Hong Kong seeks a senior ICT lead for the government contact centre, overseeing telephony and AI-driven systems. The role requires deep Telephony/IVR experience and AI deployment, with strong bilingual communication skills.

The successful candidate will head a system support team, manage external contractors, and drive IT projects from design to deployment. Shift patterns and on-site duties may apply at multiple locations.