Systems Engineer

Civil Service Bureau; Hong Kong; On-site; HKD 900,000 - 1,000,000; Full time

Benefits offered by this job

Gratuity on contract completion

Paid leave under Employment Ordinance

Job summary

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.

Responsibilities

• 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.

Skills

Communication

Interpersonal skills

Analytical skills

Bilingual English/Chinese

Education

Bachelor's degree in IT/related discipline

Tools

IVR systems

AI voice processing systems

Telephony infrastructure

Job description

Prior related working experience in a government or public sector call centre / contact centre is strongly preferred.

Entry Requirements

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.

Duties

• (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.

Terms of Appointment

Successful candidates will be appointed on non-civil service contract terms for a period of one year.

Fringe Benefits

• (a) Upon satisfactory completion of the full contract, a gratuity may be granted to the appointee who has consistently achieved a high standard of performance and conduct. The amount will be the sum which, when added to Government’s contribution to the Mandatory Provident Fund Scheme as required by the Mandatory Provident Fund Schemes Ordinance (Cap. 485), will not exceed 15% of the total basic salary drawn during the contract period.


• (b) Rest days, statutory holidays (or substituted holidays), annual leave, maternity leave, paternity leave, sickness allowance, where appropriate, will be granted in accordance with the Employment Ordinance. Appointees will be entitled to paid annual leave of fourteen days.

General Notes

• (a) Candidates must be permanent residents of the Hong Kong Special Administrative Region at the time of appointment unless specified otherwise.


• (b) As an Equal Opportunities Employer, the Government is committed to eliminating discrimination in employment. The vacancy advertised is open to all applicants meeting the basic entry requirement irrespective of their disability, sex, marital status, pregnancy, age, family status, sexual orientation and race.


• (c) Non-civil service vacancies are not posts on the civil service establishment. Candidates appointed are not on civil service terms of appointment and conditions of service. Candidates appointed are not civil servants and will not be eligible for posting, promotion or transfer to any posts in the Civil Service.


• (d) The entry pay, terms of appointment and conditions of service to be offered are subject to the provisions prevailing at the time the offer of appointment is made.


• (e) Where a large number of candidates meet the specified entry requirements, the recruiting department may devise shortlisting criteria to select the better qualified candidates for further processing. In these circumstances, only shortlisted candidates will be invited to attend recruitment examination and/or interview.


• (f) It is Government policy to place people with a disability in appropriate jobs wherever possible. If a disabled candidate meets the entry requirements, he/she will be invited to attend the selection interview/written examination without being subject to any further shortlisting criteria. Applicants who have declared disabilities found suitable for appointment may be given an appropriate degree of preference over other applicants whose suitability for appointment is considered comparable to that of the former. The Government policy and other related measures on employment of persons with disabilities are set out in the booklet “Employ People Based on Their Abilities – Application for Government Jobs by Persons with Disabilities” which is available for reference on the Civil Service Bureau's website at http://www.csb.gov.hk under “Administration of the Civil Service – Appointments”.


• (g) Holders of academic qualifications other than those obtained from Hong Kong institutions/Hong Kong Examinations and Assessment Authority may also apply but their qualifications will be subject to assessments on equivalence with the required entry qualifications.


• (h) If candidates failed to provide all information requested in the recruitment advertisement, their applications will not be considered.


• (i) As invitations or notifications may be sent to applicants by e-mails, applicants should provide a valid e‑mail address in their application forms. Applicants are responsible for checking their e‑mail to ensure that invitation or notification will be duly received.


• (j) Towards the application deadline, our on‑line system would likely be overloaded due to large volume of applications. To ensure timely completion of your on‑line application, it is advisable to submit the application as early as possible.

Contact Address: Administration & Support Section, 1823, Digital Policy Office, 13/F, Treasury Building, 3 Tonkin Street West, Cheung Sha Wan, Kowloon.