Contact Centre Tech Specialist, Customer Support (Contract Expiry: 31 Dec 2027)

[What the role is]

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You will be a part of HPB's Customer Support (CS) team, which plays a central role in delivering seamless and effective touchpoints across Singapore's health promotion landscape. The team oversees HPB's multi-channel engagement strategy, managing both digital and physical interactions to ensure Singaporeans receive accessible, responsive and comprehensive health services at scale. CS operates across diverse settings including workplaces, schools, communities, health screening facilities, and digital platforms, transforming traditional service delivery into integrated, customer-centric experiences that drive meaningful health engagement.



The team works across national programmes and initiatives, leveraging contact centres, corporate websites, social media platforms, the Healthy 365 mobile app, and targeted roadshows to understand customer needs and behavioural patterns, evaluate service effectiveness, and inform programme design and refinement. CS collaborates closely with technology partners, vendors, and cross-functional departments to apply AI solutions, digital innovations, and advanced customer service technologies in real-world public health settings.

[What you will be working on]

You will assess and recommend technology solutions to optimise service delivery by evaluating current contact centre technologies, processes, and workflows to identify improvement opportunities.

You will research and recommend strategic technologies, vendors, and solutions to enhance customer self-help capabilities, contact centre efficiency and customer satisfaction, whilst providing expertise on implementing digital GenAI solutions for self-help optimisation using proven, evolving GenAI technologies.

You will manage vendor relationships by collaborating with cross-functional teams including IT, contact centre vendors and programme teams to define technology requirements and specifications.

You will lead the vendor selection process through preparing tender specifications, evaluating proposals, and conducting vendor interviews, alongside managing vendor performance monitoring, contract management, and production issue resolution.

You will drive technology implementation by overseeing digital touchpoints such as WhatsApp and Chatbots to support channel migration initiatives and provide convenient customer communication channels.

You will ensure successful deployment, integration, and user adoption of selected technologies in alignment with Risk and Compliance guidelines, whilst overseeing all systems Day 2 enhancements and user acceptance testing.

You will provide training support and performance management by delivering training to contact centre staff on new technologies and processes, ensuring good adoption rates and smooth transitions.

You will monitor key performance metrics, conduct user feedback sessions to assess technology effectiveness, and stay updated on emerging trends in contact centre technology, particularly digital and AI solutions.

You will assist in developing technology roadmaps and strategic initiatives aligned with business objectives, supporting departmental customer support projects as required.

[What we are looking for]

An ideal candidate will be a dynamic and self-motivated individual with at least 6 years of working experience in contact centre technology implementation, operations management, or related technical roles. Interest in digital transformation and customer experience enhancement will be an added advantage. The candidate should also possess:

· Minimum Bachelor's Degree in Business Administration, Information Technology or other equivalent qualifications from recognised university.

· Strong foundation in assessing, recommending, and implementing technologies within contact centre or operations environments, with focus on digital AI solutions and self-help optimisation.

· Proven experience in vendor management, including tender preparation, proposal evaluation, and ongoing relationship management.

· Working proficiency in project management with cross-functional collaboration across internal programme teams and external stakeholders.

· Experience in staff training and support on new technologies and processes, ensuring smooth adoption and transition.

· Strong analytical skills with ability to monitor key performance metrics, conduct user feedback sessions, and compile data from various sources.

· Excellent communication skills, with the ability to present technical findings and recommendations clearly to diverse stakeholders.

· Self-directed and comfortable identifying improvement opportunities, selecting appropriate solutions, and driving implementation independently.