全职 Technology Engineering Lead - ConnectedGroup Limited 工作, 薪水, ConnectedGroup Hong Kong 公司招聘中 - Ricebowl

Roles & Responsibilities

• Solution Architecture Lead the design and rollout of a modern cloud telephony platform (Genesys Cloud or equivalent). Ensure the architecture is scalable, secure, and compliant with enterprise and regulatory standards.

• Legacy Migration Define and execute migration strategies from legacy systems (Avaya, NICE, Edify, RightFax). Oversee phased cutovers, data migration, and decommissioning while minimizing risk.

• Telephony Engineering Manage IVR flows, routing logic, and skill‑based queue management. Introduce advanced features such as caller authentication and intelligent routing to optimize customer journeys.

• Omnichannel Configuration Configure and integrate multiple channels - voice, fax, email, chat, and video - into a unified platform. Ensure consistent SLA management and seamless customer context across touchpoints.

• Integration & Platform Engineering Drive integrations with CRM, identity platforms, analytics, and reporting tools. Apply REST APIs, microservices, and event‑driven architecture (Kafka or similar) to ensure reliability and scalability.

• Delivery & Vendor Management Govern delivery timelines, risks, and quality assurance across vendors and integrators. Build strong partnerships with Genesys, telecom providers, and implementation partners.

• Stakeholder Governance Act as the bridge between business, operations, and technology teams. Provide clear updates to senior stakeholders and drive decision‑making on architecture trade‑offs.

Requirements

• Experience 8-12 years in telephony, contact centre, or cloud platform delivery. Proven success in leading large‑scale cloud telephony or contact centre transformations.

• Technical Expertise Strong knowledge of Genesys Cloud (preferred) or similar platforms (Amazon Connect, NICE CXone). Familiarity with legacy systems such as Avaya. Hands‑on experience with APIs, microservices, and system integration.

• Leadership & Communication Skilled in vendor management and cross‑functional delivery. Confident communicator with both technical and business stakeholders.