Product Manager - A26220

Activate Interactive Pte Ltd (“Activate”) is a leading technology consultancy headquartered in Singapore with a presence in Malaysia and Indonesia. Our clients are empowered with quality, cost-effective, and impactful end-to-end application development, like mobile and web applications, and cloud technology that remove technology roadblocks and increase their business efficiency. We believe in positively impacting the lives of people around us and the environment we live in through the use of technology. Hence, we are committed to providing a conducive environment for all employees to realise their full potential, who in turn have the opportunity to continuously drive innovation. We are searching for our next team members to join our growing team. If you love the idea of being part of a growing company with exciting prospects in mobile and web technologies that create positive impact on people’s lives, then we would love to hear from you. Co-Development Business Unit is hiring for Product Manager You will work in Singapore Government Agencies Internal Code: A26220 This is a fixed term contract role. The engagement is 12 months, with option to extend to another 12 months. What will you do? We are seeking a Product Manager with experience in contact centre technologies, telephony systems and AI-enabled customer service solutions to support ServiceSG's customer experience platforms. The successful candidate will serve as the in-house subject matter expert for customer engagement platforms, including Amazon Connect, Salesforce Service Cloud and AI capabilities. The candidate will work closely with business stakeholders, operations teams and vendors to ensure stable platform operations, drive continuous improvements and support the implementation of new digital and AI capabilities. The role requires a strong blend of business analysis, platform administration, vendor management and customer experience transformation. Own the product roadmap and lifecycle for Amazon Connect and related customer experience platforms, balancing business priorities, operational needs and technical feasibility. Serve as the in-house Subject Matter Expert (SME) for Amazon Connect, providing product leadership, platform governance and best practices across the organisation. Engage business stakeholders to understand customer and operational pain points, translate requirements into product features, user stories and prioritised backlog items. Drive continuous enhancement of contact centre capabilities, including IVR, intelligent routing, omni-channel engagement, self-service and AI-powered customer service experiences. Define solution approaches and work closely with vendors, architects and development teams to deliver new capabilities and platform enhancements. Oversee the administration and configuration of Amazon Connect, including contact flows, queues, routing profiles, users, reporting and platform configuration. Lead end-to-end delivery of new features and enhancements, including planning, solution validation, SIT, UAT, production deployment and post-implementation review. Monitor platform performance, customer experience and operational metrics, identifying opportunities for optimisation and continuous improvement. Partner with cross-functional teams to integrate Amazon Connect with CRM, AI, analytics and other enterprise platforms. Support the evaluation, adoption and implementation of emerging AI capabilities to improve customer and agent experience. Manage vendors and technology partners to ensure timely delivery, incident resolution and continuous platform improvement. Drive governance, documentation and knowledge sharing to ensure the platform remains scalable, secure and maintainable. What are we looking for? Degree in Information Technology, Computer Science, Business or related disciplines. At least 3 years of relevant experience in business analysis, contact centre systems or customer experience platforms. Hands-on experience in administering and supporting Amazon Connect is mandatory. Familiarity with AWS services supporting Amazon Connect, such as Lambda, S3, IAM and CloudWatch. Strong understanding of contact centre operations, telephony systems, IVR, call routing, queues, routing profiles and contact flows. Experience in requirements gathering, process analysis and stakeholder management. Experience working with system vendors to support operations, incidents, defects and enhancements. Experience in system testing, includi…