Associate Director/Head of CX Technology Platforms

Job Close: May 31, 2026

  • Full Time

  • Customer Experiences

Phnom Penh

Job Summary

This role is responsible for owning the product backlog, driving platform improvements, and supporting the delivery of scalable contact center solutions across voice and digital channels. Working closely with engineering, operations, and business teams, the role focuses on ensuring platform stability, enabling seamless customer journeys, and continuously improving capabilities through modern technologies.

JOB RESPONSIBILITIES

Key Responsibilities

1. Own CX Technology Roadmap

  • Support definition and execution of roadmap for customer experience platforms and related technologies
  • Align priorities with business, CX, and digital initiatives
  • Balance customer experience improvements with technical feasibility and scalability

2. Drive Platform Delivery & Stability

  • Work with engineering teams to deliver enhancements, fixes, and new capabilities
  • Ensure platforms are stable, scalable, and support business operations effectively
  • Support release planning, testing, and deployment activities

3. Improve Customer Journeys (CX Focus)

  • Identify opportunities to improve customer journeys across voice and digital channels
  • Support implementation of automation, self-service, and routing improvements
  • Work with CX teams to reduce customer effort and improve service quality

4. Collaborate on Architecture & Integrations (Tech Focus)

  • Work closely with engineering on system design, integrations, and API-based solutions
  • Ensure alignment with architecture standards and platform strategy
  • Contribute to decisions on scalability, performance, and reliability

5. Leverage Data & Insights

  • Monitor platform and CX performance using reports and dashboards
  • Identify trends and support data-driven improvements
  • Partner with teams to track service levels, quality, and operational metrics

6. Ensure Governance & Compliance

  • Support adherence to security, compliance, and regulatory requirements
  • Ensure proper controls, documentation, and audit readiness

7. Support Adoption & Business Impact

  • Work with stakeholders to ensure smooth rollout and adoption of new features
  • Support change management and user enablement across teams
  • Contribute to improving efficiency, cost, and customer experience outcomes


 

JOB REQUIREMENTS

Requirements

  • Solid understanding of technology architecture, system design, and platform-based solutions
  • Working knowledge of backend, frontend, APIs, and integration patterns
  • Familiarity with DevOps practices, release management, and deployment lifecycles
  • Experience working with or supporting digital platforms or product-based environments
  • Basic understanding of customer experience or contact center operations (preferred, not mandatory)
  • Ability to translate business needs into technology requirements
  • Strong coordination and stakeholder management skills across business and engineering teams
  • Willingness and ability to learn and adapt to emerging areas such as AI, automation, and CX technologies

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