Senior Manager, Contact Center Tech & AI Solutions

Public Service Division; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

Health Promotion Board (HPB) in Singapore is seeking a contact centre technical specialist to assess and implement AI-driven solutions, optimise service delivery, and lead cross-functional teams across IT, programme, and vendor departments.

You will manage vendor relationships, oversee system enhancements, and drive digital touchpoints such as WhatsApp, Chatbots and self-help features while ensuring deployment aligns with Risk and Compliance guidelines.

Qualifications

• Bachelor’s degree in Business Admin, IT, or equivalent.
• 6+ years in contact centre tech and operations.
• Experience with AI/self-help solutions and channel optimisation.
• Proven training and performance monitoring experience.
• Strong data analysis and stakeholder communication.

Responsibilities

• Assess current contact centre technologies and workflows for improvements.
• Research and recommend technologies and vendors to enhance self-help, efficiency and satisfaction.
• Lead implementation of digital touchpoints and GenAI solutions.
• Manage vendor relationships and contract oversight.
• Provide staff training and monitor adoption and performance metrics.
• Develop technology roadmaps aligned with business goals.

Skills

Vendor management

AI / GenAI solutions

Data analysis

Project management

Training staff

KPI monitoring

Cross-functional collaboration

Education

Bachelor's degree

Job description

Health Promotion Board (HPB) in Singapore is seeking a contact centre technical specialist to assess and implement AI-driven solutions, optimise service delivery, and lead cross-functional teams across IT, programme, and vendor departments.

You will manage vendor relationships, oversee system enhancements, and drive digital touchpoints such as WhatsApp, Chatbots and self-help features while ensuring deployment aligns with Risk and Compliance guidelines.