Description
GovTech is the lead agency driving Singapore's Smart Nation initiatives and public sector digital transformation. As the Centre of Excellence for Infocomm Technology and Smart Systems (ICT & SS), GovTech develops the Singapore Government's capabilities in Data Science & Artificial Intelligence, Application Development, Smart City Technology, Digital Infrastructure, and Cybersecurity.
You will manage the roadmap, lifecycle and enhancement delivery for enterprise contact-centre and remote-management capabilities. You will translate operational requirements and pain points into implementable technical solutions and measurable improvements. You will drive enhancements from requirements and proof-of-concept through pilot, rollout and operational adoption. You will deliver automation and AI-enabled capabilities, including call triaging, workflow automation and platform integration.
Responsibilities:
- Manage the roadmap, lifecycle and enhancement delivery for enterprise contact-centre and remote-management capabilities.
- Translate operational requirements and pain points into implementable technical solutions and measurable improvements.
- Drive enhancements from requirements and proof-of-concept through pilot, rollout and operational adoption.
- Deliver automation and AI-enabled capabilities, including call triaging, workflow automation and platform integration.
- Ensure solutions remain reliable, secure and fit for operational use, working with internal teams and vendors to resolve risks and issues.
- Build in-house capability through maintainable solutions, documentation and effective knowledge transfer.
- Track delivery milestones, operational adoption and achievement of intended service outcomes.
Experience:
- Experience managing or engineering enterprise contact-centre, remote-support, ITSM or digital-support platforms.
- Experience delivering technology enhancements from requirements through implementation and operational adoption.
- Experience with cloud platforms, APIs, system integration, scripting and workflow automation.
- Experience implementing or piloting automation or AI-enabled solutions in an operational environment.
- Experience working across engineering, operations and technology vendors.
- Experience with Amazon Connect, Beyond Trust, ServiceNow or equivalent platforms is advantageous.
Core Competencies:
- Product and capability management, including roadmap and enhancement planning.
- Solution engineering and systems integration.
- Automation and AI-enabled service improvement.
- End-to-end delivery management from proof-of-concept to operational adoption.
- Operational, analytical and problem-solving skills.
- Stakeholder, vendor and knowledge-transfer management.
Expected Outcomes:
- Sustain effective support capabilities: Contact-centre and remote-management capabilities remain reliable, fit for purpose and responsive to operational requirements.
- Improve user support outcomes: Enhancements enable faster triaging and resolution, reduce manual effort and minimise disruption to users.
- Build in-house capability: Key capabilities are supported by maintainable solutions, documentation and retained internal knowledge, reducing reliance on vendor-led implementation.
We offer you: GovTech is an equal opportunity employer committed to fostering an inclusive workplace that values diverse voices and perspectives, as we believe that diversity is the foundation to innovation. Our employee benefits are based on a total rewards approach, offering a holistic and market-competitive suite of perks. These include leave benefits to meet your work-life needs and employee wellness programs. We champion flexible work arrangements (subject to your job role) and trust that you will manage your own time to deliver your best, wherever you are, and whatever works best for you.