📍 Job Overview

Job Title: Senior Voice Platform Engineer
Company: Manulife
Location: Hong Kong
Job Type: Hybrid
Category: DevOps Engineer
Date Posted: June 30, 2025
Experience Level: 10+ years
Remote Status: On-site/Hybrid

🚀 Role Summary

Lead the management and support of Call Center as a Service (CCaaS) platforms in the Asia region, ensuring operational excellence and user satisfaction.
Collaborate with operations teams, call center teams, and stakeholders to deliver modifications to existing call flows and develop new features.
Act as the escalation point for technical and stakeholder issues, driving problem resolution and process improvement.
Proactively manage the availability and capacity of CCaaS solutions, ensuring service level agreements are met.
Liaise with vendors to optimize service levels, costs, and explore opportunities to leverage vendor capabilities.

📝 Enhancement Note: This role requires a strong technical background in cloud-based voice platforms, with a focus on Amazon Connect, and proven experience in managing and supporting CCaaS solutions across multiple markets and cultures.

💻 Primary Responsibilities

Platform Management: Maintain and support CCaaS platforms (Amazon Connect and Genesys Cloud CX) in the Asia region, ensuring high availability and performance.
Call Flow Development: Develop and modify call flows on Amazon Connect to meet the needs of call center teams across Asia markets.
Stakeholder Management: Build and maintain effective working relationships with operations teams, call center teams, ETS technology leads, and other stakeholders.
Vendor Management: Collaborate with vendors to ensure service level agreements are met and explore opportunities for cost optimization and capability enhancement.
Problem Resolution: Act as the escalation point for technical and stakeholder issues, driving resolution and process improvement.
Capacity and Availability Management: Proactively manage the availability and capacity of CCaaS solutions to ensure service level agreements are met.
Project Delivery: Deliver modifications to existing call flows and develop new features that meet the needs of call center teams across Asia markets.

📝 Enhancement Note: This role requires a strong focus on problem-solving, stakeholder management, and process improvement, with the ability to operate effectively across multiple cultures and remote teams.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related technical discipline.

Experience: 10-15 years of working experience, with at least 4-5 years in cloud-based voice platforms and a minimum of 2 years on Amazon Connect.

Required Skills:

Proven track record of managing and supporting cloud-based CCaaS solutions.
Experience with coding using AWS Lambda.
Strong interpersonal and communication skills, with the ability to facilitate solutions and resolve problems.
Strong influence, negotiation, and change management skills.
Strong analytical and innovative problem-solving skills.
Experience operating across geographies and with teams of varying maturity.
Insurance industry experience is a plus but not mandatory.

Preferred Skills:

AWS Certified Solutions Architect – Associate or higher.
Experience with Genesys Cloud CX.
Familiarity with telecom services and infrastructure.
Knowledge of multiple languages (e.g., English, Mandarin, Cantonese).

📝 Enhancement Note: Candidates with relevant certifications, experience with additional CCaaS platforms, and familiarity with multiple languages will have a competitive advantage in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in managing and supporting cloud-based CCaaS solutions, with a focus on Amazon Connect.
Showcase call flow development projects and examples of problem-solving and stakeholder management.
Highlight experience operating across geographies and with remote teams.

Technical Documentation:

Provide documentation of call flow development projects, including code samples, test cases, and deployment processes.
Include case studies demonstrating problem-solving, stakeholder management, and process improvement.
Showcase experience with AWS Lambda and other relevant technologies.

📝 Enhancement Note: Candidates should focus on demonstrating their technical expertise, problem-solving skills, and ability to work effectively with stakeholders and remote teams in their portfolio.

💵 Compensation & Benefits

Salary Range: HKD 1,200,000 - 1,800,000 per annum (based on experience and qualifications)

Benefits:

Competitive health and dental insurance plans.
Retirement savings plans with company matching contributions.
Generous time-off policies, including vacation, sick leave, and parental leave.
Employee assistance programs and wellness initiatives.
Employee discounts on Manulife products and services.

Working Hours: 40 hours per week, with flexibility for project deadlines and maintenance windows.

📝 Enhancement Note: The salary range provided is based on market research and internal benchmarks for similar roles in the Hong Kong region. Final compensation will be determined based on the candidate's experience, qualifications, and negotiating skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services

Company Size: Large (global employee base of over 50,000)

Founded: 1887 (as The Manufacturers Life Insurance Company)

Team Structure:

The ETS (Enterprise Technology & Services) team is responsible for managing and supporting Manulife's global technology infrastructure.
The successful candidate will work within the ETS team, collaborating with operations teams, call center teams, and other stakeholders across Asia markets.

Development Methodology:

Manulife follows Agile development methodologies, with a focus on iterative development, continuous improvement, and customer value.
The successful candidate will work within this framework, driving project delivery and process improvement.

Company Website: https://www.manulife.com/

📝 Enhancement Note: Manulife is a large, global financial services organization with a strong focus on technology and innovation. The successful candidate will have the opportunity to work with a diverse, international team and contribute to the company's digital transformation.

📈 Career & Growth Analysis

Web Technology Career Level: Senior DevOps Engineer

Reporting Structure: The successful candidate will report directly to the ETS Technology Lead and work closely with operations teams, call center teams, and other stakeholders across Asia markets.

Technical Impact: This role has a significant impact on Manulife's call center operations, ensuring high availability, performance, and user satisfaction for customers across Asia. The successful candidate will drive process improvement, problem resolution, and the development of new features and functionality.

Growth Opportunities:

Technical Leadership: As a senior member of the ETS team, the successful candidate will have opportunities to mentor junior team members, drive technical decision-making, and contribute to architecture and design.
Career Progression: With experience and strong performance, the successful candidate may have opportunities to take on more senior roles within the ETS team or explore other areas of the business.
Emerging Technologies: Manulife is committed to exploring and adopting emerging technologies to drive innovation and competitive advantage. The successful candidate will have opportunities to stay up-to-date with the latest trends and developments in cloud-based voice platforms and related technologies.

📝 Enhancement Note: The successful candidate will have significant opportunities for career growth and development within Manulife's ETS team, with a focus on technical leadership, mentoring, and driving innovation.

🌐 Work Environment

Office Type: Modern, collaborative office environment with state-of-the-art technology and amenities.

Office Location(s): Manulife Tower, Manulife (Singapore) Pte Ltd (primary), with remote work options for Hong Kong-based candidates.

Workspace Context:

Collaboration: The successful candidate will work closely with operations teams, call center teams, and other stakeholders across Asia markets, requiring strong communication and collaboration skills.
Technology: Manulife provides modern, high-quality technology and tools to support its employees, including multiple monitors, testing devices, and development tools.
Flexibility: The successful candidate will have flexibility to work from home or other remote locations as needed, with a focus on maintaining high productivity and collaboration with team members.

Work Schedule: 40 hours per week, with flexibility for project deadlines and maintenance windows.

📝 Enhancement Note: Manulife offers a modern, collaborative work environment with state-of-the-art technology and amenities, providing the successful candidate with the tools and resources needed to excel in their role.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone or video call to assess communication skills, cultural fit, and basic technical knowledge.
Technical Assessment: A hands-on technical assessment, focusing on Amazon Connect call flow development, AWS Lambda coding, and problem-solving skills.
Behavioral Interview: An in-depth discussion of the candidate's experience, problem-solving skills, and cultural fit, with a focus on stakeholder management, change management, and negotiation skills.
Final Interview: A meeting with the ETS Technology Lead and other senior team members to discuss the candidate's fit for the role, career aspirations, and final questions.

Portfolio Review Tips:

Highlight experience with cloud-based voice platforms, Amazon Connect, and AWS Lambda.
Showcase call flow development projects and examples of problem-solving and stakeholder management.
Demonstrate experience operating across geographies and with remote teams.

Technical Challenge Preparation:

Brush up on Amazon Connect call flow development, AWS Lambda coding, and problem-solving skills.
Familiarize yourself with Manulife's products, services, and company culture.
Prepare for behavioral interview questions focused on stakeholder management, change management, and negotiation skills.

ATS Keywords: Amazon Connect, CCaaS, Cloud-Based Solutions, AWS Lambda, Call Flow Development, Interpersonal Skills, Communication Skills, Problem Solving, Change Management, Negotiation Skills, Analytical Skills, Stakeholder Management, Vendor Management, Cultural Awareness, Team Leadership, Agile, Scrum, Problem-Solving, Process Improvement, Technical Leadership, Mentoring, Emerging Technologies.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, problem-solving skills, and cultural fit, with a focus on stakeholder management, change management, and negotiation skills.

🛠 Technology Stack & Web Infrastructure

Cloud Platforms:

Amazon Web Services (AWS) – The primary cloud platform used by Manulife, with a focus on Amazon Connect and AWS Lambda.
Genesys Cloud CX – A secondary CCaaS platform used by Manulife, with integration with AWS services.

Development & DevOps Tools:

AWS Management Console – The primary tool for managing AWS services and resources.
AWS CloudFormation – Infrastructure as Code (IaC) tool for provisioning and managing AWS resources.
Git – Version control system for collaboration and code management.
Jenkins – Automation server for continuous integration and deployment.
Jira – Project management and issue tracking tool for Agile development teams.

📝 Enhancement Note: The successful candidate should have experience with AWS, including Amazon Connect and AWS Lambda, as well as familiarity with other relevant cloud platforms, development tools, and Agile methodologies.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Manulife is committed to delivering exceptional customer experiences, with a focus on user-centric design, accessibility, and performance optimization.
Innovation: Manulife encourages continuous learning, experimentation, and the adoption of emerging technologies to drive competitive advantage.
Collaboration: Manulife fosters a culture of collaboration, knowledge sharing, and teamwork, with a focus on driving collective success and continuous improvement.
Integrity: Manulife is committed to acting with honesty, fairness, and transparency in all aspects of its business, with a focus on building trust and maintaining strong ethical standards.

Collaboration Style:

Cross-Functional Integration: The successful candidate will work closely with operations teams, call center teams, and other stakeholders across Asia markets, requiring strong communication and collaboration skills.
Code Review Culture: Manulife follows best practices for code review, with a focus on quality, maintainability, and knowledge sharing.
Peer Programming: Manulife encourages peer programming and pair coding to drive knowledge sharing, skill development, and collective code ownership.

📝 Enhancement Note: Manulife's culture is focused on customer-centric design, innovation, collaboration, and integrity, with a strong emphasis on driving collective success and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Platform Management: Ensure high availability and performance of CCaaS platforms across multiple markets and time zones.
Call Flow Development: Develop and modify call flows on Amazon Connect to meet the needs of call center teams across Asia markets, with a focus on user experience, accessibility, and performance optimization.
Problem Resolution: Act as the escalation point for technical and stakeholder issues, driving resolution and process improvement.
Vendor Management: Collaborate with vendors to ensure service level agreements are met and explore opportunities for cost optimization and capability enhancement.

Learning & Development Opportunities:

Technical Skill Development: Manulife offers opportunities for technical training and certification, with a focus on AWS, cloud-based voice platforms, and related technologies.
Career Mentoring: Manulife provides opportunities for career mentoring and coaching, with a focus on driving technical leadership, skill development, and career progression.
Conference Attendance: Manulife supports employee attendance at relevant industry conferences and events, with a focus on driving knowledge sharing, skill development, and network expansion.

📝 Enhancement Note: The successful candidate will face significant technical challenges in managing and supporting CCaaS platforms across multiple markets and time zones. However, they will also have significant opportunities for learning, growth, and career development within Manulife's ETS team.

💡 Interview Preparation

Technical Questions:

Amazon Connect: Describe your experience with Amazon Connect call flow development, including user experience design, accessibility, and performance optimization.
AWS Lambda: Explain your experience with AWS Lambda coding, including event-driven architecture, serverless design patterns, and performance optimization.
Problem-Solving: Walk through a complex technical problem you've faced in the past, explaining your approach to diagnosis, troubleshooting, and resolution.

Company & Culture Questions:

Manulife Culture: Describe what you understand about Manulife's culture, values, and commitment to customer-centric design, innovation, collaboration, and integrity.
Stakeholder Management: Explain your approach to stakeholder management, change management, and negotiation, with a focus on driving collective success and continuous improvement.
User Experience: Discuss your understanding of user experience design, accessibility, and performance optimization, with a reference to a specific project or case study.

Portfolio Presentation Strategy:

Live Demonstration: Prepare a live demonstration of your call flow development projects, highlighting your technical expertise, problem-solving skills, and stakeholder management.
Code Walkthrough: Prepare a code walkthrough of your AWS Lambda projects, explaining your design patterns, performance optimization techniques, and approach to serverless architecture.
User Experience Showcase: Prepare a showcase of your user experience design projects, highlighting your understanding of accessibility, performance optimization, and user-centered design.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical expertise, problem-solving skills, and cultural fit, with a focus on stakeholder management, change management, and negotiation skills. The successful candidate will be able to demonstrate their ability to drive technical leadership, skill development, and career progression within Manulife's ETS team.

📌 Application Steps

To apply for this Senior Voice Platform Engineer position:

Resume Optimization: Tailor your resume to highlight your experience with cloud-based voice platforms, Amazon Connect, AWS Lambda, and other relevant technologies. Include specific examples of call flow development projects, problem-solving, and stakeholder management.
Portfolio Customization: Customize your portfolio to showcase your experience with cloud-based voice platforms, Amazon Connect, AWS Lambda, and other relevant technologies. Include specific examples of call flow development projects, problem-solving, and stakeholder management.
Technical Interview Preparation: Brush up on your technical skills, with a focus on Amazon Connect call flow development, AWS Lambda coding, and problem-solving. Prepare for behavioral interview questions focused on stakeholder management, change management, and negotiation skills.
Company Research: Research Manulife's products, services, and company culture, with a focus on customer-centric design, innovation, collaboration, and integrity. Prepare questions to ask during the interview process to demonstrate your interest and engagement.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Senior Voice Platform Engineer