Director, Cloud & AI-Driven CCaaS Delivery

MORGAN MCKINLEY PTE. LTD.; Singapore; On-site; SGD 240,000 - 420,000; Full time

Job summary

MORGAN MCKINLEY PTE. LTD. in Singapore seeks a Director, Application Delivery to lead strategy, architecture and delivery for Customer Care CCaaS platforms.

Drive cloud-based, API-driven and AI-enabled modernization across voice, messaging and digital channels to improve customer experience and agent productivity. You will oversee large transformation programmes, manage vendors and senior stakeholders, and build high-performing teams across onshore and offshore delivery.

Qualifications

• 15+ years of technology/ICT experience, with 10+ years leading customer care platforms.
• 10+ years of people leadership, managing large delivery teams.
• Strong CCaaS expertise with enterprise-scale Contact Centre platforms modernization.
• Proven ability to translate technology strategy into business outcomes.
• Bachelor's degree in IT, CS or related discipline preferred.

Responsibilities

• Own strategy, architecture and roadmap for Customer Care and CCaaS platforms.
• Lead cloud-based, API-driven and AI-enabled modernization across omnichannel engagement.
• Drive AI and automation adoption, including conversational AI and intelligent routing.
• Establish architecture and engineering standards covering scalability, security and observability.
• Lead large-scale transformation programmes involving business units, SI partners and vendors.
• Own technology portfolio planning, investment priorities, delivery outcomes and benefits realization.
• Ensure high availability, performance and service quality across platforms.
• Manage strategic technology vendors, cloud providers and system integrators.
• Engage senior stakeholders and provide executive-level programme updates.
• Build and develop high-performing architecture, engineering and operations teams.

Skills

CCaaS expertise

Omnichannel knowledge

Cloud architecture

AI & automation

Stakeholder management

Education

Bachelor's degree in IT, CS or related discipline

Job description

MORGAN MCKINLEY PTE. LTD. in Singapore seeks a Director, Application Delivery to lead strategy, architecture and delivery for Customer Care CCaaS platforms.

Drive cloud-based, API-driven and AI-enabled modernization across voice, messaging and digital channels to improve customer experience and agent productivity. You will oversee large transformation programmes, manage vendors and senior stakeholders, and build high-performing teams across onshore and offshore delivery.