Director, AI-Powered Care Platform Delivery

Singtel Group

Singapore

On-site

SGD 220,000 - 320,000

Full time

14 days+

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Job summary

Singtel is seeking a Director, Application Delivery to shape the strategy, architecture, roadmap and delivery of technology platforms that power Singtel customer care operations. You will lead modernization of contact center platforms, knowledge management, AI-enabled automation and API-driven integration across billing, order management and digital platforms.

Collaborating with Experience, Product, Technology, and vendor partners, you will drive transformation, improve service outcomes, and

Qualifications

Minimum 15 years in ICT, with 10+ years leading large teams.
Experience managing call center platforms, CRM, BSS/OSS.
Bachelor’s degree in Information Technology, Computer Science, or related discipline.
Strong leadership, stakeholder management and communication skills.
Ability to align technology initiatives with business goals.

Responsibilities

Define multi-year Care Systems strategy and roadmap.
Modernize legacy care platforms toward scalable, cloud-based, API-driven architectures.
Establish target omnichannel architecture across voice, messaging, chat, social, retail and digital channels.
Identify opportunities to simplify the application landscape and reduce tech debt.
Lead adoption of AI-enabled customer care and automation capabilities.
Establish governance for responsible and secure use of AI in customer interactions.
Own end-to-end service delivery, ensuring contracts and milestones are met.