Assistant Vice President
$1,000,000–$1,000,000 year
HybridHong Kong, Hong Kong
Job Summary
Lead strategic platform leadership and roadmap definition for the Huawei AICC contact center, integrating emerging AI technologies like GenAI and Voicebots into agent assist tools. Oversee Application Management Services to maintain 99.9%+ platform availability, implement robust monitoring, and drive continuous improvement initiatives to reduce MTTR. Manage vendor relationships with Huawei and third-party integrators while leading a hybrid team across Hong Kong and Foshan NDC to establish governance and agile workflows. Drive AI adoption for digital journey optimization, including intelligent routing and predictive next-best-action, and collaborate with UX/CX teams to reduce touchpoints and improve First Contact Resolution. Identify internal solutions for external commercialization and work with Product Management to productize these tools for enterprise customers.
Required Qualifications
- Bachelor's degree in Computer Science, Engineering, Business Administration, or related field
- 10+ years in IT/Telecommunications
- at least 5 years in contact center technology leadership
- Deep hands-on experience with Huawei AICC
- Experience managing budgets of $1M+ USD
- Experience with AI integration in contact centers (Voicebots, Chatbots, Agent Assist, Speech-to-Text/NLP)
- Strong knowledge of APIs, REST/SOAP, SIP, WebRTC, and cloud integration patterns
- Familiarity with contact center analytics, BI tools, and data privacy regulations (GDPR, PDPO)
- Excellent verbal and written communication skills in English and Mandarin
- Ability to influence senior leadership and translate technical concepts into business value
- Comfortable with iterative development, rapid prototyping, and adapting to changing business requirements
Desired Qualifications
- Master's degree
- Previous exposure to or expertise in Genesys Cloud, NICE CXone, or Twilio Flex
- Ability to map concepts across platforms
- Experience working with teams in Mainland China
- Strategic Thinking: Ability to balance immediate operational needs (AMS) with long-term innovation (AI/Digital Journey)
- Cross-Cultural Communication: Excellent verbal and written communication skills in English and Mandarin. Experience working with teams in Mainland China is highly preferred.
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