Department:
DPO

Job nature:
(T26) System Maintenance, Support and Enhancement of Telephony Systems for 1823 Contact Center

Responsibilities:
(T26) The staff is required to perform system administration, system upgrades, system design and analysis, software development, testing, application deployment, and documentation for system maintenance and enhancement, including but not limited to the following:
1. To assist the supervisor and users in managing, maintaining, and enhancing existing applications, as well as managing new projects
2. To collect and analyze user requirements, and perform system analysis and design
3. To conduct feasibility studies and impact analyses, evaluate implementation options, perform system sizing, undertake physical design, and produce and maintain system documentation
4. To develop and enhance application programs while ensuring quality assurance
5. To assist in project management, as well as supervise and monitor the progress and performance of contractors
6. To ensure system design and architectural solutions comply with government standards
7. To perform day-to-day system monitoring and troubleshooting
8. To evaluate, recommend, and follow up on the procurement of hardware and software for Government IT projects
9. To maintain inventory and prepare documentation
10. To perform system/software upgrades and patch management
11. To prepare and deliver presentations and demonstrations on all deliverables to internal teams and end users
12. To support IT security assessments and compliance audits
13. To perform any other duties as assigned by the supervisor
14. To perform ad-hoc assigned duties; and
15. To work overtime, irregular hours, and on weekends/public holidays when necessary.

Requirements:
1. At least four
(4) years' post-qualification IT experience, including at least one
(1) year in a similar post and comparable capacity, and preferably at least two
(2) years' experience in IT project management working with the Government
2. At least two
(2) years' solid experience and proficiency in implementing Telephony Systems and Interactive Voice Response (IVR) applications (direct expertise in AVAYA products is strongly preferred); experience with voice integration technologies (e.g., Speech-to-Text, Voicebots, or NICE platforms) is highly desirable
3. At least two
(2) years' solid experience in system analysis, design, development, and implementation of IT applications using MS SQL Server; experience with C#.NET, ASP.NET and/or Oracle RDBMS is an advantage
4. A good team player and problem solver with excellent communication, presentation, and interpersonal skills; and
5. Flexibility to work overtime, irregular hours, weekends, and public holidays, and perform duties across offices in Yau Ma Tei and Cheung Sha Wan as required.

Technical skills:
Microsoft SQL Server (24)
Web Programming (24)