Lead AI-Driven Cloud Contact Center Architect

NCS; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

NCS is seeking an experienced Technical Consultant to lead design and implementation of cloud-based contact centre solutions in Singapore. You will translate business needs into scalable, AI-driven solutions including conversational IVRs, real-time analytics, and GenAI capabilities.

You will mentor junior team members, drive solution quality, and contribute to reusable assets while collaborating with clients and internal teams.

Qualifications

• 3–5 years in cloud, contact centre, or CX platforms.
• Hands-on design/implementation on cloud contact centres (e.g., Connect, Genesys, Five9).
• GenAI/LLM experience in prompts, chatbot development, or RAG use cases.
• Systems integration via APIs, serverless functions, or middleware.
• Strong contact centre knowledge: IVR, routing, queues, SLAs, reporting.
• Consulting/delivery experience with direct customer interaction.
• Proficiency in Python, Node.js, or C#.Net; excellent communication.

Responsibilities

• Lead end-to-end design and implementation of contact centre solutions.
• Engage customers to gather requirements and propose solutions.
• Design and implement CRM/system integrations (Salesforce, ServiceNow).
• Develop GenAI use cases: chatbots, agent assist, call summaries, search.
• Configure AI capabilities: sentiment analysis, transcription, automation.
• Translate business needs into scalable architectures.
• Troubleshoot complex issues across flows, AI components, and cloud services.
• Drive SIT/UAT activities and support go-live and hyper care.
• Mentor junior consultants and developers; share best practices.
• Contribute to reusable frameworks and internal capability building.

Skills

Cloud architecture

GenAI/LLM

Solution design

API integration

Programming

Customer engagement

Mentoring

Tools

AWS Lambda

APIs

Middleware

Salesforce

ServiceNow

Job description

NCS is seeking an experienced Technical Consultant to lead design and implementation of cloud-based contact centre solutions in Singapore. You will translate business needs into scalable, AI-driven solutions including conversational IVRs, real-time analytics, and GenAI capabilities.

You will mentor junior team members, drive solution quality, and contribute to reusable assets while collaborating with clients and internal teams.