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Ref: 123936 - Senior System Support Specialist (IVR)

Date: 29-Mar-2021

Location: Singapore, Singapore

Company: Singtel Group


Singtel, Asia’s leading communications technology group, provides an extensive range of telecommunications and digital services to millions of consumers and businesses across Asia, Australia, Africa and the USA. With over 140 years of innovation behind us, we continue to push boundaries in our networks and services, to enrich lives and transform businesses.


Our core values – Customer Focus, Challenger Spirit, Teamwork, Integrity, and Personal Excellence – shape the way we work. We are passionate about making a difference and have an open and inclusive culture where everyone is empowered to do their best. Our diverse business means you will enjoy unique opportunities and rewarding experiences to learn and grow your career in a dynamic industry.


Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020




This role is for the Core Systems department of Singtel. Core Systems is a domain covering service management, application enhancements and project delivery required for Singtel and Optus business units to run and operate their business operations for delivering service to our customers. These systems deliver customer care, ordering, service fulfilment and billing functions. We aim to deliver prompt and accurate services to customers and to ensure applications are healthy, new changes and/or configurations are deployed accurately to operation.


Why work for Singtel Core Systems?

  • Strong alignment with business and KPIs centered around business
  • Open office space with teams co-located
  • Many new things to learn and we follow latest best practices in the industry
  • Attention to technical and functional excellence
  • Culture of learning, coaching and mentoring
  • Career growth path as engineer, analyst, architect
  • Dynamic organization where change is the only constant
  • Innovation is part of the yearly KPIs


Key Responsibilities:

  • Call Centre application development
  • Lead and assign the work to offshore team. Ensure offshore team delivers the Change request, incident fixes ontime commited with business
  • Perform Impact Assessment, manage business expectations.
  • Deliver the outcome for the timeline committed with Business
  • Agile project implementation, Dev ops and Microservices development is mandatory.


The ideal candidate should possess:

  • 8 to 10 years of call centre application development role.
  • Ability to manage the on-shore or offshore development teams, able to guide, assign and manage the IVR developers
  • Minimum 6 years of experience in IVR development using Avaya Aura Orchestration Designer, Java 6 and above, Eclipse, Tomcat and other webservices
  • Understand multiple business stakeholder groups, setup, organisation, process & operations.
  • Excellent writing skills to translate Business Requirements to IT Functional Specifications
  • Excel in driving discussions with Business, IT and Vendors
  • Understand IT landscape and carryout Sanity tests.
  • Experienced user in Jira/ServiceNow/HP ALM etc
  • Able to sail through as an experienced E2E BA.
  • Minimum 6 years of experience in IVR development using Avaya Aura Orchestration Designer, Java 6 and above, Eclipse, Tomcat and other webservices
  • SQL, Oracle and SQL scripts
  • Able to write RCA
  • Manage business and IT stakeholders



We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.