Classy Wheeler Limited Hiring! Full Time Assistant Project Manager - Engineer (Genesys Cloud, DevOps, Contact Center) in Hong Kong Island, Hong Kong - Ricebowl

Company Description: A leading provider of communication and customer engagement technology solutions, specializing in digital transformation and omnichannel implementations for enterprise clients.

Location: North Point

Nature: Permanent

Job Title: Assistant Project Manager / Project Engineer (Genesys Cloud, DevOps, Contact Center)

Candidates with less experience will be considered for the Project Engineer position.

Responsibilities

• Serve as a key technical advisor for enterprise clients undergoing digital transformation and omnichannel contact center platform transitions.

• Collaborate closely with clients to define business requirements and convert them into detailed, actionable project plans.

• Implement, configure, and support comprehensive contact center solutions, including routing, Interactive Voice Response, and Computer Telephony Integration.

• Deploy and troubleshoot Session Initiation Protocol telephony, Voice over Internet Protocol, and Session Border Controllers using AudioCodes technology.

• Manage and maintain Genesys platforms, including Genesys Engage, PureConnect, and Genesys Cloud Customer Experience solutions.

• Design, deploy, and manage cloud-based infrastructure and containerized applications using Microsoft Azure, Amazon Web Services, and Kubernetes clusters.

• Liaise with internal product, technical, and support teams as well as external vendors to synchronize project deliverables and evaluate system solutions.

• Conduct System Integration Testing, User Acceptance Testing, and performance validation to ensure system reliability and successful failover.

• Monitor project compliance with quality standards, prepare professional status reports, and deliver project updates to senior management.

• Direct product demonstrations and Proof-of-Concept engagements specifically tailored for enterprise-level customers.

• Prepare detailed technical documentation, including system designs, test cases, change plans, and as-built documents.

• Deliver post-implementation support, troubleshooting, and vendor coordination to ensure smooth system transitions.

Requirements

• Possess a Diploma or Degree in Computer Science, Information Technology, Engineering, or a related technical field.

• Require one to three years of experience for the Engineer level, and a minimum of five years of professional project management experience for the Assistant Manager level.

• Demonstrate a successful history of managing or implementing complex projects involving multiple stakeholders while meeting time and budget targets.

• Maintain strong technical knowledge of omnichannel communication technologies including WhatsApp, WeChat, and Facebook Messenger.

• Demonstrate hands-on proficiency with Microsoft Azure or Amazon Web Services, including Identity and Access Management, networking, and Application Programming Interface gateways.

• Maintain technical knowledge of containerization tools such as Docker and Kubernetes orchestration.

• Familiarity with Continuous Integration and Continuous Deployment tools, such as Azure DevOps, GitHub Actions, or Jenkins, is highly preferred.

• Understand and apply Artificial Intelligence applications within a customer service environment.

• Hold a professional certification such as PMP or PRINCE2, which is considered a significant advantage for the senior role.

• Show proficiency in working within agile or hybrid project management frameworks.

• Display strong troubleshooting abilities, leadership skills, and the capacity to communicate effectively in a customer-facing role.

• Maintain professional proficiency in spoken and written English, Cantonese, and Mandarin.

• Demonstrate a solid understanding of Windows and Linux operating systems along with Structured Query Language Server or Oracle databases.