Job Description

About HKT Teleservices

HKT Teleservices is a leading Business Process Outsourcing (BPO) and Customer Experience Management (CXM) provider, delivering comprehensive omni-channel customer engagement solutions to global clients.

With deep operational expertise and an innovation-driven mindset, we are transforming how customers interact across voice, digital, social, and automated channels, fueled by AI, analytics, and cloud technologies

We are seeking a Senior Manager, Solution Development & Innovation to champion this transformation — driving the design and deployment of unified omni-channel experiences and intelligent automation solutions that redefine customer engagement.

The Senior Manager, Solution Development & Innovation is responsible for architecting and delivering end-to-end omni-channel and AI-driven customer experience solutions

Reporting to the AVP, HK Operation and Solution Development, this role leads solution design, development, and innovation roadmap execution while ensuring alignment with client and business outcomes. The position is also accountable for the Lead Business Analyst, ensuring that business insights are effectively converted into scalable, orchestrated technology solutions.

This leader will drive seamless channel integration, leverage emerging technologies for smarter orchestration, and guide cross-functional teams through agile delivery frameworks.

Key Responsibilities

1. Solution Strategy & Innovation

• Develop and execute a comprehensive omni-channel solution strategy that enhances customer experience through intelligent channel orchestration and personalization.
• Lead the innovation roadmap to integrate AI, automation, and data-driven insights into contact centre ecosystems.
• Evaluate and recommend cutting-edge technologies—including conversational AI, analytics, and RPA—that amplify omni-channel engagement capabilities.
• Foster strategic alliances with technology partners to accelerate solution innovation and scalability.

2. Omni-channel Orchestration & Experience Design

• Architect and implement orchestrated customer journeys across voice, chat, email, web, mobile apps, and social channels.
• Design solutions that deliver consistent, context-aware, and seamless customer experiences across every touchpoint.
• Oversee channel integration architectures, enabling real-time data sharing, context retention, and unified agent desktops.
• Leverage journey analytics and monitoring tools to measure performance, improve routing strategies, and optimize workflow design.
• Collaborate with operations and business teams to ensure channel orchestration aligns with customer expectations and service-level goals

3. Solution Development & Delivery

• Manage full-cycle solution design, configuration, testing, and deployment of omni-channel and AI-powered systems.
• Embed Agile practices and DevOps methodologies to accelerate innovation and improve delivery consistency.
• Partner with Operations, IT, and Sales to co-create client-focused business solutions that deliver measurable outcomes.
• Ensure robust governance, documentation, and scalability across all developed solutions.

4. AI & Automation Enablement

• Drive adoption and integration of AI/ML capabilities (e.g., predictive routing, conversational AI, speech analytics, and virtual assistants).
• Identify and develop automation and optimization use cases using workflow automation, RPA, or low-code platforms.
• Establish frameworks to measure business impact and ensure responsible AI deployment across customer interaction channels.

5. Leadership & People Development

• Provide leadership and direction to solution architects, innovation engineers, and the Lead Business Analyst
• Build and mentor a team skilled in AI, digital customer engagement, and orchestration technologies
• Promote a culture of collaboration, creativity, and continuous improvement
• Partner with stakeholders and clients to translate complex technological possibilities into clear business value.

Qualifications & Requirements

Education & Experience

• Bachelor’s degree in Computer Science, Engineering, or Information Technology; Master’s degree preferred.
• Minimum 10 years of experience in solution design, contact centre technology, or digital transformation, including 5+ years in a leadership or architecture role
• Proven experience in BPO / CXM environments with hands-on exposure to omni-channel systems and AI integration

Technical Competencies

• Strong proficiency in omni-channel contact centre platforms (e.g., Genesys Cloud, Avaya, NICE, Amazon Connect, Twilio Flex, Five9, or similar).
• In-depth understanding of omni-channel orchestration and journey management frameworks, including:
• Context awareness and seamless handoffs between channels.
• Intelligent routing, prioritization, and real-time interaction management.
• Integration of CRMs (Salesforce, Microsoft Dynamics), knowledge bases, and automation tools.
• Designing customer journey workflows, self-service flows, and escalation paths.
• Experience implementing AI-powered customer interaction solutions (chatbots, IVR, digital engagement).
• Sound knowledge of cloud-based architectures, APIs, microservices, and middleware integration frameworks
• Familiarity with journey analytics, reporting, and customer insight platforms (e.g., Genesys Journey Analytics, Sprinklr, NICE CXone, or equivalent).
• Deep understanding of Agile methodologies, DevOps, and continuous delivery principles.

Leadership & Behavioral Competencies

• Strategic thinker who can balance innovation and operational practicality
• Strong communication and influencing skills to engage business, technical, and client stakeholders.
• Ability to lead cross-functional teams, manage competing priorities, and deliver results in a fast-paced environment.
• Customer-centric mindset with a passion for experience design and outcome-driven transformation