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About the Role

Activate Interactive Pte Ltd is a Singapore-based technology consultancy with operations in Malaysia and Indonesia. The company builds end-to-end digital solutions, including mobile apps, web applications and cloud-based systems, with the aim of helping clients work more efficiently and remove technology barriers.

The organisation is looking for a Product Manager to join its Co-Development Business Unit and support work for Singapore Government agencies. This is a fixed-term engagement for 12 months, with the possibility of a further 12-month extension.

The role calls for someone with experience in contact centre technology, telephony platforms and AI-driven customer service solutions. You will act as the internal specialist for customer engagement platforms such as Amazon Connect, Salesforce Service Cloud and related AI features, partnering with business teams, operations and vendors to keep the platforms stable, improve them continuously and introduce new digital capabilities.

Key Responsibilities

You will own the product direction and full lifecycle of Amazon Connect and associated customer experience platforms, making sure business goals, operational requirements and technical limits are well balanced.

Act as the primary internal expert for Amazon Connect and provide product guidance, governance and best-practice direction.
Work with stakeholders to uncover customer and operational challenges, then turn them into features, user stories and prioritised backlog items.
Improve contact centre capabilities such as IVR, intelligent routing, omni-channel service, self-service and AI-enabled customer support.
Define solution options and coordinate with vendors, architects and development teams to deliver enhancements and new features.
Manage Amazon Connect setup and administration, including contact flows, queues, routing profiles, users, reports and overall configuration.
Lead delivery activities from planning and solution validation through SIT, UAT, production rollout and post-launch review.
Track platform performance, customer experience indicators and operational metrics, and identify improvement opportunities.
Collaborate with cross-functional teams to connect Amazon Connect with CRM, AI, analytics and other enterprise systems.
Support assessment, adoption and rollout of new AI capabilities that improve the experience for customers and agents.
Coordinate with vendors and technology partners to ensure timely delivery, fix incidents and drive ongoing enhancements.
Maintain strong governance, documentation and knowledge sharing so the platform remains scalable, secure and easy to support.

Requirements

Applicants should have a degree in Information Technology, Computer Science, Business or a related field, along with at least 3 years of relevant experience in business analysis, contact centre systems or customer experience platforms.

Practical experience administering and supporting Amazon Connect is required.
Familiarity with AWS tools used alongside Amazon Connect, including Lambda, S3, IAM and CloudWatch.
Solid understanding of contact centre operations, telephony, IVR, call routing, queues, routing profiles and contact flows.
Background in requirements gathering, process analysis and stakeholder management.
Experience working with vendors on operations, incidents, defects and enhancements.
Exposure to system testing, including SIT and UAT.
Strong analytical and problem-solving ability, with the judgement to balance customer needs, operational realities and technical constraints.
Experience with Salesforce Service Cloud and/or Service Cloud Voice.
Experience using AI-based customer service tools such as conversational AI, Agent Assist or chatbots.
Experience integrating CRM and omni-channel customer service platforms.
Comfort working in Agile delivery environments, including backlog grooming and sprint planning.
Public-sector contact centre experience will be considered an advantage.
Strong product orientation focused on business outcomes and customer value.
Excellent stakeholder influencing, communication and facilitation skills.
Ability to convert business strategy into roadmaps and executable delivery plans.
Comfortable operating in a fast-moving, cross-functional environment with several simultaneous initiatives.
Interest in digital transformation, customer experience innovation and AI-enabled products.

Benefits

The position comes with market-competitive pay and a variable performance bonus based on skills, impact and contribution.

Outpatient medical coverage, specialist medical coverage and flexible benefits or a flexi allowance.
Life and health insurance.
Additional seasonal and occasion-based perks, including red packets and Chinese New Year goodies.
Wellness support for physical, mental and overall well-being.
Learning programmes, certification support and a dedicated staff development budget.
Structured career pathways for both technical/domain expertise and leadership growth.
A competency framework designed to help employees develop, perform and succeed.
Flexible work arrangements, including flexi-place, flexi-time and flexi-load options within the company framework.

Additional Information

This is a fixed-term contract role and the organisation is an equal opportunity employer. Hiring decisions are based on merit, qualifications and abilities, and the company does not discriminate on the basis of race, colour, religion, gender, sexuality, national origin, age, disability, marital status or other protected characteristics.

Personal data submitted during recruitment will be used for hiring-related processes such as interviews, tests, assessment and candidate evaluation. The company also provides a privacy notice for details on collection, use, transfer and requests relating to personal data.

Product Manager - A26220

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