Senior Manager, AI-Driven Contact Center Tech

Health Promotion Board; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Health Promotion Board (HPB) in Singapore seeks a contact centre technology specialist to assess, recommend and implement digital solutions, including GenAI, to enhance service delivery and customer experience.

You will lead vendor relationships, oversee system enhancements, and collaborate with IT and programme teams to drive adoption while ensuring risk and compliance. The role emphasizes training staff, monitoring KPIs, and shaping roadmaps for future tech investments.

Qualifications

• Bachelor’s degree in Business Administration, IT or equivalent.
• At least 6 years of experience in contact centre/operations tech.
• Experience assessing, recommending and implementing technologies with a focus on digital AI solutions.
• Proven ability to train staff on new tech and processes.
• Experience monitoring KPIs and gathering user feedback.
• Strong data presentation and stakeholder communication skills.
• Cross-functional collaboration with internal and external teams is essential.

Responsibilities

• Assess contact centre technologies, processes and workflows for improvements.
• Research and recommend technologies, vendors and solutions to boost self-help capabilities and efficiency.
• Lead vendor selection, tender spec prep, proposals and interviews.
• Oversee implementation and integration of digital touchpoints (WhatsApp, Chatbots).
• Manage vendor relationships with performance monitoring and contracts.
• Provide training and ongoing support to staff on new technologies.
• Develop technology roadmaps aligned with business objectives.

Skills

Technology assessment

Vendor management

AI solutions

Training & support

Data analysis

Project management

Education

Bachelor’s Degree in Business Administration or IT

Job description

Health Promotion Board (HPB) in Singapore seeks a contact centre technology specialist to assess, recommend and implement digital solutions, including GenAI, to enhance service delivery and customer experience.

You will lead vendor relationships, oversee system enhancements, and collaborate with IT and programme teams to drive adoption while ensuring risk and compliance. The role emphasizes training staff, monitoring KPIs, and shaping roadmaps for future tech investments.