Customer Experience Platforms Leader

Job Title: Customer Experience Platforms Manager

We are seeking a skilled professional to lead the development of customer experience platforms and marketing technology solutions. The successful candidate will own the end-to-end design and delivery of solutions across CRM, customer engagement platforms, marketing tools, and contact center technologies.

Key Responsibilities:

• Owning the end-to-end design and delivery of solutions across CRM (e.g., Dynamics, Salesforce), customer engagement platforms, marketing tools, and contact center technologies.
• Leading cross-functional engineering teams and overseeing delivery across all stages – from discovery and architecture to deployment and optimization.
• Translating business requirements into scalable, integrated technical solutions with a strong focus on performance, data integrity, and maintainability.
• Distributing omnichannel contact center capabilities including voice, chat, IVR, and digital touchpoints.
• Driving modernization through AI-based features such as agent assist, sentiment detection, and self-service automation (as applicable).
• Ensuring seamless integration between contact center systems, CRM, and knowledge bases.

Customer Communication Technology Leader:

• Leading the development of customer communication strategies across multiple channels (email, SMS, letters, etc.) to ensure consistency, personalization, and a high-quality customer experience.
• Working closely with stakeholders in marketing, customer service, and product teams to align communication strategies with company goals.
• Designing the strategy for letter/document generation and maintenance lifecycle.

Engineering Team Leadership:

• Leading, growing, and mentoring a team of developers, architects, and DevOps engineers – in-house and partner-based.

Cross-Platform Integration & Data Flow:

• Managing data flow and orchestration across customer-facing systems, ensuring unified customer views and real-time insights.
• Working closely with data, analytics, and compliance teams to ensure alignment with privacy and governance policies.

GenAI (Supportive Scope):

• Exploring and piloting GenAI use cases to support customer service (e.g., call summarization, knowledge retrieval), content generation for marketing, and automation of repetitive tasks.
• Partnering with enterprise AI and innovation teams to integrate approved GenAI capabilities into existing platforms where it enhances experience and productivity.

Technology Delivery & Project Management:

• Managing and overseeing the delivery of customer communication technology projects from inception to implementation.
• Ensuring the successful integration of communication platforms with CRM systems, billing systems, and other relevant internal tools.
• Creating project timelines, milestones, and budgets, and managing resources efficiently to meet deadlines and quality standards.

Platform Management and Optimization:

• Overseeing the configuration, management, and optimization of communication platforms and tools.
• Monitoring system performance and user experience to identify opportunities for improvement and efficiency gains.
• Leading efforts to automate communication workflows and processes, improving speed and accuracy while maintaining a high level of customer satisfaction.

Compliance and Regulatory Management:

• Ensuring all customer communication adheres to legal and regulatory requirements, including data privacy and security standards (e.g., PDPA, MAS, etc.).
• Implementing protocols and procedures to regularly audit and review customer communications to maintain compliance.

Required Skills and Qualifications:

• Bachelor's or Master's degree in Computer Science, Engineering, or related field.
• 10+ years of experience in technology delivery with strong architectural, engineering, and platform leadership experience.
• Proven experience with CRM platforms (Microsoft Dynamics, Salesforce), marketing automation tools, and enterprise integration.
• Strong background in contact center technologies and their integration into broader customer ecosystems.
• Experience managing large-scale cross-functional technology programs with full accountability.
• Excellent understanding of cloud infrastructure (Azure, AWS), API management, and security principles.

Preferred Qualifications:

• Exposure to customer data platforms (CDPs), journey orchestration tools, and identity resolution frameworks.
• Experience with GenAI tools and frameworks (e.g., OpenAI, Azure OpenAI, Claude, etc.) in applied business contexts.
• Industry experience in telecom, banking, retail, or digital consumer products.
• Certifications in relevant platforms (Dynamics, Salesforce, AWS/Azure, Agile/SAFe).
• Technical Expertise: Strong understanding of communication platforms (email, SMS, letters, etc.), CRM systems, and automation tools. Familiarity with API integrations, content management systems, and related technologies.
• Project Management: Proven experience in managing large-scale projects, with expertise in Agile or Scrum methodologies.
• Communication Skills: Excellent written and verbal communication skills with the ability to engage technical and non-technical stakeholders effectively.
• Problem-Solving: Ability to identify complex issues and deliver innovative solutions that address both customer and business needs.
• Customer-Centric Focus: Passion for improving the customer experience and delivering value through effective communication.

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