Director, AI-Driven Care Platform Delivery

Singtel; Singapore; On-site; Confidential; Full time

Job summary

Singtel in Singapore seeks a Director, Application Delivery to lead strategy, architecture, roadmap, and modernization of customer care platforms across contact center, case management, and AI-enabled services. You will align with CX, Product, Technology and business units to simplify landscapes and drive automation.

You will oversee performance across multiple call center sites, ensuring stability, high service quality, and cost efficiency while championing industry best practices, governance,

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related discipline.
• Minimum 15 years in ICT with at least 10 years leading systems; call center platforms (must have), CRM, BSS/OSS (good to have).
• People leadership: 10+ years leading large teams responsible for Call Center Platform.

Responsibilities

• Define and own the multi-year Care Systems strategy and roadmap, aligned with CX, digital transformation, and technology objectives.
• Modernize legacy care platforms toward scalable, cloud-based, API-driven and AI-enabled architectures.
• Establish the target architecture for omnichannel customer care across voice, messaging, chat, social, retail and digital channels.
• Identify opportunities to simplify the application landscape, retire legacy systems, and reduce technology complexity and operating cost.
• Translate emerging technologies into practical customer care capabilities (generative AI, conversational AI, intelligent automation).

Skills

Call Center Platform

CRM

BSS/OSS

Leadership

Cloud

AI

Architecture

Vendor Management

Stakeholder Management

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Cloud Platforms

AI Tools

ITIL

Job description

Singtel in Singapore seeks a Director, Application Delivery to lead strategy, architecture, roadmap, and modernization of customer care platforms across contact center, case management, and AI-enabled services. You will align with CX, Product, Technology and business units to simplify landscapes and drive automation.

You will oversee performance across multiple call center sites, ensuring stability, high service quality, and cost efficiency while championing industry best practices, governance,