Tech Lead-Telephony

Connected Group ·www.connectedgroup.com

Location Hong Kong, Hong Kong
Work type Onsite
Salary HKD 60,000 - 75,000 / year
Type Full time
Level Lead
Source Shazamme
Technical & Engineering
Apply direct

Roles & Responsibilities

  • Solution Architecture Lead the design and rollout of a modern cloud telephony platform (Genesys Cloud or equivalent). Ensure the architecture is scalable, secure, and compliant with enterprise and regulatory standards.

  • Legacy Migration Define and execute migration strategies from legacy systems (Avaya, NICE, Edify, RightFax). Oversee phased cutovers, data migration, and decommissioning while minimizing risk.

  • Telephony Engineering Manage IVR flows, routing logic, and skill‑based queue management. Introduce advanced features such as caller authentication and intelligent routing to optimize customer journeys.

  • Omnichannel Configuration Configure and integrate multiple channels — voice, fax, email, chat, and video — into a unified platform. Ensure consistent SLA management and seamless customer context across touchpoints.

  • Integration & Platform Engineering Drive integrations with CRM, identity platforms, analytics, and reporting tools. Apply REST APIs, microservices, and event‑driven architecture (Kafka or similar) to ensure reliability and scalability.

  • Delivery & Vendor Management Govern delivery timelines, risks, and quality assurance across vendors and integrators. Build strong partnerships with Genesys, telecom providers, and implementation partners.

  • Stakeholder Governance Act as the bridge between business, operations, and technology teams. Provide clear updates to senior stakeholders and drive decision‑making on architecture trade‑offs.

Requirements

  • Experience 8–12 years in telephony, contact centre, or cloud platform delivery. Proven success in leading large‑scale cloud telephony or contact centre transformations.

  • Technical Expertise Strong knowledge of Genesys Cloud (preferred) or similar platforms (Amazon Connect, NICE CXone). Familiarity with legacy systems such as Avaya. Hands‑on experience with APIs, microservices, and system integration.

  • Leadership & Communication Skilled in vendor management and cross‑functional delivery. Confident communicator with both technical and business stakeholders.

Frequently asked questions

Who is hiring for the Tech Lead-Telephony role?
Connected Group is hiring for the Tech Lead-Telephony position, a Shazamme client. Apply directly on the employer's career site.
Where is the Tech Lead-Telephony job located?
The Tech Lead-Telephony role with Connected Group is based in Hong Kong, HK. The role is onsite-friendly.
Is the Tech Lead-Telephony role remote?
Yes — the Tech Lead-Telephony position at Connected Group is onsite. Candidates based in HK are preferred.
What does the Tech Lead-Telephony role pay?
Connected Group lists the Tech Lead-Telephony role at HKD 60,000–75,000 per year.
Is the Tech Lead-Telephony role full-time or contract?
This is a full time position at Connected Group.
What experience level is the Tech Lead-Telephony role?
The Tech Lead-Telephony position is aimed at lead-level candidates.
How do I apply for the Tech Lead-Telephony role at Connected Group?
Apply directly on Connected Group's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.
Apply direct