Delivery Manager – Customer Experience Platforms

**Key Responsibilities**:
**Technology Delivery & Solution Ownership**:

- Own the end-to-end design and delivery of solutions across CRM (e.g., Dynamics, Salesforce), customer engagement platforms, marketing tools, and contact center technologies.
- Lead cross-functional engineering teams and oversee delivery across all stages '” from discovery and architecture to deployment and optimization.
- Translate business requirements into scalable, integrated technical solutions with a strong focus on performance, data integrity, and maintainability.

**Contact Centre Technology Leader**:

- Deliver omnichannel contact center capabilities including voice, chat, IVR, and digital touchpoints.
- Drive modernization through AI-based features such as agent assist, sentiment detection, and self-service automation (as applicable).
- Ensure seamless integration between contact center systems, CRM, and knowledge bases.

**Customer Communication Technology Leader**:

- Work closely with stakeholders in marketing, customer service, and product teams to align communication strategies with company goals.
- Design the strategy for letter/document generation and maintenance lifecycle.

**Engineering Team Leadership**:

- Lead, grow, and mentor a team of developers, architects, and DevOps engineers '” in-house and partner-based.
- Enforce modern software development practices (CI/CD, test automation, observability, cloud-native design).

**Cross-Platform Integration & Data Flow**:

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

**GenAI (Supportive Scope)**:

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

**Technology Delivery & Project Management**:

- Manage and oversee the delivery of customer communication technology projects from inception to implementation.
- Ensure the successful integration of communication platforms with CRM systems, billing systems, and other relevant internal tools.
- Create project timelines, milestones, and budgets, and manage resources efficiently to meet deadlines and quality standards.

**Platform Management and Optimization**:

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

**Compliance and Regulatory Management**:

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

**Required Experience & 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).
- **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.
- **Preferred Skills**:

- Experience with customer communication platforms such as Twilio, Sa