Responsibilities
1. Omni-Channel Customer Service Product Planning & Delivery
Own the full product lifecycle of the international customer service platform, covering global voice/contact center (CC), online IM/social media (WhatsApp, LINE, Messenger, etc.), and email ticketing channels — from strategic planning and solution design through development delivery and continuous iteration.
2. Global Telecommunications Infrastructure
Lead the architecture design of the global contact center communication stack. Drive vendor evaluation, technical integration, and go-live of overseas telephony platform providers (e.g., Genesys, Twilio, Avaya). Manage number resource planning, carrier onboarding, and cross-border voice link optimization to ensure call quality and service reliability worldwide.
3. Vendor & Channel Ecosystem Management
Establish and maintain partnerships with global number providers, telecom carriers, and social media channel partners. Define end-to-end product design, SLAs, and operational runbooks across a multi-vendor environment to ensure service continuity and regulatory compliance.
4. Product Design & Documentation
Own solution design for core modules across the entire product line. Deliver comprehensive PRDs, interaction prototypes, and technical design documents; drive design reviews and ensure closed-loop execution from spec to release.
5. Cross-Regional Collaboration & Project Delivery
Coordinate with engineering, operations, and business teams across China and international regions. Drive project delivery, production incident response, and system performance optimization to continuously elevate global customer service communication capabilities and user experience.
Qualifications
- Bachelor's degree or above with 5+ years of product management experience in contact center or customer service platforms, including end-to-end ownership of greenfield builds or large-scale platform evolution.
- Must-have: Hands-on experience designing and delivering multi-channel customer service platforms encompassing global voice/CC, online social media, and email ticketing. Deep familiarity with the full-stack architecture and integration model across the customer service platform → contact center (CC) → number provider → telecom carrier chain, including operational and maintenance frameworks.
- Strong command of SIP/RTP and related communication protocols. Familiarity with open-source telephony frameworks such as FreeSWITCH/OpenSIPS. In-depth understanding of cross-border voice communication links (international trunking, local breakout gateways, number routing, etc.) and relevant compliance requirements (GDPR, PDPA, local telecom regulations, etc.).
- Familiarity with mainstream CCaaS/CPaaS platforms (Genesys Cloud, Twilio Flex, Amazon Connect, Avaya, etc.). Experience with large-scale contact center platform integration or migration is preferred.
- Proficient in English as a working language — able to read technical documentation fluently and independently conduct business and technical discussions with overseas teams and international vendors.
- Excellent cross-regional, cross-cultural, and cross-timezone collaboration skills. Capable of independently driving complex international product initiatives involving multiple countries and stakeholders.
Nice to Have
- Background in global telephony system development at telco, internet or telecom carriers; or hands-on delivery experience with large-scale international contact center projects (10,000+ agent seats).
- Experience with AI-powered customer service initiatives (LLM, intelligent routing, voice bots, NLP intent recognition, Agent Assist, etc.).
- Familiarity with customer service operations and compliance requirements in the fintech/payments industry.
- Practical experience with telecom environments in emerging markets such as Southeast Asia, the Middle East, or Latin America.
