Associate Director, CX Technology Platforms

Job Close: Apr 17, 2026

  • Full Time

  • Customer Experiences

Phnom Penh

Job Summary

Wing Bank is seeking a highly experienced and strategic Associate Director, Product Owner (CCaaS) to lead the bank’s Contact Center as a Service (CCaaS) vision, roadmap, and platform optimization. This is a critical leadership role responsible for shaping our omnichannel customer experience, ensuring platform stability, and driving digital transformation through world-class cloud contact center technologies.

JOB RESPONSIBILITIES

Key Responsibilities

  1. Lead CCaaS Strategy & Roadmap
  • Define the product vision, strategy, and multi-year roadmap for CCaaS.
  • Benchmark global CCaaS trends and apply best practices to the local market.

  • Align CCaaS development with CX, digital banking, and AI initiatives.

    2. Ensure Platform Stability & Scalability

  • Lead platform implementation, enhancements, and continuous improvements.
  • Oversee vendor management, licensing, SLAs, and performance reviews.
  • Maintain 24/7 operational readiness, resilience, and scalability of the platform.

    3. Drive Omnichannel Customer Engagement

  • Build seamless experiences across voice, chat, social, and digital channels.
  • Deploy IVR self-service, chatbots, speech analytics, and intelligent routing.
  • Implement customer journey analytics and real-time monitoring systems.

    4. Strengthen Compliance & Risk Control

  • Ensure adherence to PCI-DSS, ISO standards, GDPR, and local regulations.
  • Embed security-by-design into platform architecture and integrations.
  • Coordinate with regulatory bodies and support audit activities.

   5. Deliver Business Value & Adoption

  • Lead adoption and change management across enterprise teams.
  • Partner with WFM, Quality, and Process Excellence teams to drive results.
  • Translate CX improvements into measurable business ROI.

 

 

 

JOB REQUIREMENTS

Required Experience & Qualifications

  • Deep expertise in CCaaS platforms (Genesys, NICE CXone, Five9, Amazon Connect, Avaya).
  • Strong understanding of cloud architecture, omnichannel CX tools, IVR, routing, analytics, and WFM systems.
  • Knowledge of compliance and security frameworks (PCI-DSS, ISO, GDPR).
  • Strong background in product lifecycle management and CX performance metrics.
  • Bachelor’s degree in IT, Business, Engineering, or related field.
  • 8–12 years in product management, CX technology, or contact center leadership.
  • Experience managing large-scale CX technology programs.
  • Proven vendor and stakeholder management experience.

Core Competencies

  • Product roadmap planning & execution (Expert)
  • CCaaS implementation & optimization (Expert)
  • Omnichannel CX design (Advanced)
  • Change leadership (Expert)
  • Stakeholder engagement & communication (Advanced)
  • Data-driven decision making & ROI analysis (Advanced)

Behavioral Attributes

  • High integrity and professional judgement
  • Strong problem-solving and analytical mindset
  • Excellent communication and engagement skills
  • Ability to work under pressure in a fast-paced environment

APPLY NOW

Interested candidates are invited
to send a cover letter and CV to Wing at: jobs@wingbank.com.kh
Are you ready to be part of Wing? There are a number of rewarding career options available. Successful applicants receive a competitive salary based on work experience, education, and potential. Employees can also expect a yearly raise and bonus, and enjoy benefits like access to a 24-hour hospital, surgical and personal accident insurance, good working conditions, and human resources policies in compliance with the Cambodian Labor Law.
Apply Now