Translate business problems to technical requirements
Build strong stakeholder relationships
This opportunity is for an Operations Lead – Contact Centre Technology who will play a critical role in shaping and improving AIA’s contact centre platforms to deliver strong customer and employee experiences
Job Summary
This opportunity is for an Operations Lead – Contact Centre Technology who will play a critical role in shaping and improving AIA’s contact centre platforms to deliver strong customer and employee experiences.
The role focuses on understanding business needs, leveraging cloud contact centre technologies, and translating requirements into clear, actionable plans.
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.
Matching Summary
This opportunity is for an Operations Lead – Contact Centre Technology who will play a critical role in shaping and improving AIA’s contact centre platforms to deliver strong customer and employee experiences.
Skills & Requirements
Must-have
Contact centre technology vision and roadmap
Translate business problems to technical requirements
Build strong stakeholder relationships
Drive delivery and governance of initiatives
Data driven insights for continuous improvement
Genesys Cloud platform experience
Nice-to-have
Shaping customer and employee experiences
Leveraging cloud contact centre technologies
Operating effectively under tight timelines
Collaborative approach
Consultative mindset
Key Requirements
Clear, confident written and verbal communication skills
Strong interpersonal skills
Experience delivering contact centre platform enhancements