Assistant Vice President, IT AI Contact Centre

Serve as the subject matter expert and strategic owner of theHuawei AICCplatform.

Define the 3-year technology roadmap for the contact center, focusing on scalability, resilience, and integration capabilities.

Evaluate and integrate emerging AI technologies (GenAI, LLMs, Voicebots) into the existing Huawei ecosystem to enhance agent assist tools and customer self-service options.

Note:Experience withGenesys, NICE, or Twiliois highly valued. You must be able to translate best practices from these platforms into our Huawei-based architecture where applicable.

2. Application Management Services (AMS) & Operations Excellence

Oversee the AMS team to ensure 99.9%+ platform availability, rapid incident resolution, and proactive maintenance.

Implement robust monitoring, logging, and alerting mechanisms for the contact center stack.

Drive continuous improvement initiatives to reduce mean time to repair (MTTR) and improve system performance.

Manage vendor relationships with Huawei and other third‑party integrators, ensuring SLA compliance and cost optimization.

3. AI Adoption & Digital Journey Optimization

Lead the integration of AI‑driven features into the customer journey (e.g., intelligent routing, real‑time sentiment analysis, predictive next‑best‑action for agents).

Collaborate with UX/CX teams to digitize manual processes, reducing touchpoints and improving First Contact Resolution (FCR).

Develop use cases forAgent‑to‑AgentandHuman‑AI collaborationmodels to enhance service quality.

4. Hybrid Team Management (HK & Foshan NDC)

Lead a distributed team comprising strategic leads in Hong Kong and technical execution teams in the Foshan Near‑Shore Development Center (NDC).

Establish clear governance, communication protocols, and agile workflows between HK business stakeholders and Foshan technical teams.

Foster a culture of innovation, continuous learning, and operational excellence across both locations.

Manage resource allocation, budgeting, and performance management for direct reports in both regions.

5. Productization & Enterprise Extension

Identify internal solutions that have high potential for external commercialization.

Work with Product Management to "productize" these internal tools (e.g., specific AI modules, integration frameworks) for enterprise customers.

Qualifications & Requirements

Education & Experience

Education:Bachelor’s degree in Computer Science, Engineering, Business Administration, or related field. Master’s degree preferred.

Experience:10+ years in IT/Telecommunications, with at least 5 years in contact center technology leadership.

Platform Expertise:Deep hands‑on experience withHuawei AICCis required.

Preferred:Previous exposure to or expertise inGenesys Cloud, NICE CXone, or Twilio Flex. Ability to map concepts across platforms is critical.

Leadership:Proven track record managing hybrid teams (onsite + near‑shore/offshore). Experience managing budgets of $1M+ USD.

Technical Skills

AI & Automation:Experience with AI integration in contact centers (Voicebots, Chatbots, Agent Assist, Speech-to-Text/NLP).

Integration:Strong knowledge of APIs, REST/SOAP, SIP, WebRTC, and cloud integration patterns.

Data & Analytics:Familiarity with contact center analytics, BI tools, and data privacy regulations (GDPR, PDPO).

Soft Skills

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.

Stakeholder Management:Ability to influence senior leadership and translate technical concepts into business value.

Agile Mindset:Comfortable with iterative development, rapid prototyping, and adapting to changing business requirements.

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Telecommunications & Internet Service Providers More than 10,000 employees

PCCW Group is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses.

The Company holds a majority stake in the HKT Trust and HKT Limited, Hong Kong’s premier telecommunications service provider and leading operator of fixed‑line, broadband, mobile communication and media entertainment services. HKT delivers end‑to‑end integrated business transformation solutions and has built a digital ecosystem integrating its loyalty programme, e-commerce, travel, insurance, big data analytics, fintech and healthtech services to deepen its relationship with customers.