Director, Application Delivery
Singtel · Singapore, Singapore
Full-timeonsiteexecutiveOtherTechnology
รายละเอียดงาน / Description
Based in Singapore, this role involves leading the strategy, architecture, and delivery of technology platforms for customer care operations at Singtel. The Director will drive the modernization of customer service systems, integrating AI and automation across various channels to enhance customer experience and operational efficiency. This position requires close collaboration with multiple business and technology teams to simplify the ecosystem and ensure robust, scalable solutions.
หน้าที่ความรับผิดชอบ / Responsibilities
- Define and own the multi-year strategy and roadmap for Care Systems, aligning with business objectives.
- Modernize legacy care platforms to cloud-based, API-driven, and AI-enabled architectures.
- Lead the adoption of AI-enabled customer care solutions, including agent assist and automated services.
- Establish architecture and engineering standards for Care and Fulfilment systems.
- Manage the technology portfolio, investment roadmap, and delivery priorities for Care and Fulfilment Systems.
- Oversee vendor solution delivery and ensure alignment with business needs and service expectations.
คุณสมบัติ / Qualifications
- Proven leadership in technology strategy and application delivery.
- Experience with customer care operations and related technology platforms.
- Strong understanding of AI, automation, and digital transformation in customer service.
- Ability to define and implement target architectures for omnichannel customer care.
- Experience leading large-scale transformation programs with multiple stakeholders.
- Demonstrated ability to balance modernization with system stability and availability.
ทักษะที่ต้องการ / Required skills
- Application Delivery
- Technology Strategy
- Customer Care Platforms
- AI
- Automation
- Cloud Computing
- API Integration
- Portfolio Management
- Vendor Management
- Digital Transformation
ทักษะเพิ่มเติม / Nice to have
- Generative AI
- Conversational AI
- Contact Center Platforms
- Case Management
- Knowledge Management