Assistant Vice President

Key Responsibilities

1. Strategic Platform Leadership & Roadmap (Huawei AICC Focus)

• Serve as the subject matter expert and strategic owner of the Huawei AICC platform.
• 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 with Genesys, NICE, or Twilio is 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 for Agent-to-Agent and Human-AI collaboration models 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 with Huawei AICC is required.
• Preferred: Previous exposure to or expertise in Genesys 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

• Contact Center Platforms: Huawei AICC (mandatory), Genesys, NICE, Twilio.
• 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.