Senior Technical Consultant

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 a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of Industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.

Job Description

We are seeking an experienced Technical Consultant to lead the design and implementation of cloud-based contact centre solutions. This role involves working directly with customers to translate business requirements into scalable, AI-driven solutions, including conversational IVRs, real-time analytics, and GenAI/LLM-based capabilities. The candidate will play a key role in solutioning, implementation, and guiding junior team members

Responsibilities

• Lead end-to-end design and implementation of contact centre solutions, including IVR flows, routing strategies, and integrations
• Engage customers to gather requirements, propose solutions, and drive technical discussions
• Design and implement integrations with CRM and enterprise systems (e.g. Salesforce, ServiceNow)
• Design and implement AI/GenAI use cases such as conversational bots, agent assist, call summarisation, and knowledge retrieval (RAG)
• Configure and optimise AI capabilities such as sentiment analysis, transcription, and automation workflows
• Translate business requirements into scalable and maintainable technical architectures
• Troubleshoot complex issues across contact flows, integrations, AI components, and cloud services
• Drive SIT/UAT activities, ensure solution quality, and support go-live and hyper care phases
• Mentor junior consultants and developers, providing guidance on best practices and implementation approaches
• Contribute to reusable assets, frameworks, and internal capability building

Qualifications

Essential Qualifications

• 3-5 years of experience in cloud, contact centre, or customer experience platforms
• Hands-on experience designing and implementing solutions on cloud-based contact centre or telephony platforms (e.g. Amazon Connect, Genesys Cloud CX, Cisco Contact Centre, Five9, or similar)
• Experience or strong exposure to GenAI/LLM-based solutions, such as prompt design, chatbot development, or knowledge retrieval (RAG) use cases
• Experience in system integration using APIs, serverless functions (e.g. AWS Lambda), or middleware
• Strong understanding of contact centre concepts (IVR design, routing logic, queues, SLA, reporting)
• Experience working directly with customers in a consulting or delivery role
• Programming experience in Python, Node.js, or C#.Net
• Strong problem-solving skills with ability to work independently
• Excellent communication and stakeholder management skills

Preferred Qualifications

• Experience with Amazon Connect and related AWS services (Lambda, Lex, S3, DynamoDB, etc.)
• Hands-on experience with GenAI platforms (e.g. AWS Bedrock, OpenAI, or similar)
• Experience implementing conversational AI, speech recognition, or AI-driven automation in customer experience use cases
• Experience integrating with CRM platforms such as Salesforce or ServiceNow
• AWS Certifications (e.g. Solutions Architect Associate)
• Experience in government or regulated environments is a plus

Additional Information

We are driven by our AEIOU beliefs-Adventure, Excellence, Integrity, Ownership, and Unity-and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.

By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply