Frankie Ng
About Frankie Ng
Frankie Ng is a Senior Principal Solutions Architect at Verint, specializing in services delivery architecture for financial services and ICT. He has extensive experience in contact center infrastructure integration and has held various roles in prominent companies across Asia Pacific, focusing on AI-driven technologies and customer service solutions.
Current Role at Verint
Frankie Ng serves as a Senior Principal Solutions Architect and Services Delivery Architect at Verint. He has been in this role since 2019, focusing on Financial Services Industry (FSI), Information and Communication Technology (ICT), and Contact Center as a Service (CCaaS). His work spans across the Asia Pacific region, including Australia, New Zealand, Greater China, Korea, Taiwan, Hong Kong, and Southeast Asia. Ng specializes in integrating advanced technologies to enhance customer service and compliance recording in trading environments.
Previous Experience at Genesys
Prior to his current position, Frankie Ng worked at Genesys as a Senior Professional Services Consultant from 2017 to 2019. In this role, he operated within the Asia Pacific region, focusing on ICT and engagement center solutions. Ng specialized in integrating contact center infrastructure with customer relationship management systems, contributing to the enhancement of customer engagement strategies across Southeast Asia, Greater China, Korea, and India.
Background in NICE Systems
Frankie Ng was employed at NICE Systems as a Solution Consultant from 2013 to 2015. His work primarily took place in Hong Kong and Taiwan, where he focused on enterprise ICT solutions. During his tenure, he gained experience in negotiating maintenance contracts and managing vendor relationships, which contributed to the successful implementation of customer service technologies.
Career at HSBC
Ng's career began at HSBC, where he held various positions including Senior IT Officer, IT Officer, and System Analyst Programmer from 1998 to 2007. His work spanned multiple regions including Greater China, Southeast Asia, India, the Middle East, and the UK. He gained valuable experience in ICT and call center operations, laying a strong foundation for his future roles in technology and customer service.
Expertise in AI-Driven Technologies
Frankie Ng possesses expertise in AI-driven technologies, including AI speech analytics, chatbots, and voice biometrics. His focus on these technologies reflects his commitment to enhancing customer service through innovative solutions. He has led projects that incorporate real-time authentication and voice of customer technologies, demonstrating his ability to integrate advanced solutions within contact center environments.