Senior Consultant (CX,EX, Voice)

The UC/EX/CX Technical Consultant is responsible for designing, delivering, and optimising Unified

Communications (UC), Employee Experience (EX), and Customer Experience (CX) solutions that align with

customer business objectives. The role provides trusted technical and strategic advice throughout the solution

lifecycle, from discover y and architecture through to implementation and continual improvement, while

fostering strong customer relationships and ensuring the delivery of secure, scalable, and high value outcomes.

Malaysia has a multilingual workforce and is a regional hub that support s diverse clients across Asia Pacific. Th is

is a client facing role, language requirements and proximity to key customers requires placement in Malaysia .

Regular in person meetings with customers and partners in Malaysia and Singapore are required.

Thi s role currently support s a number of key customer projects in Malaysia and in Singapore , such as

International SOS .

Accountabilities

Deliver technical governance and trusted advisor relationships.

Engage with clients to understand their needs and deliver tailored solutions.

Develop and maintain customer technology roadmaps.

Lead and deliver billable consulting projects.

Collaborate with technical teams to ensure successful project delivery.

Contribute to knowledge sharing and best practices.

Support business development and proposal efforts.

Maintain technical certifications and industry knowledge.

Manage presales activities, including solution design and presentations.

Maintain strong client relationships and provide ongoing support.

Competencies

Technical Skills :

Unified Communications Architecture Designing integrated voice, video, messaging, conferencing,

and collaboration solutions across cloud, hybrid, and on premises environments.

Enterprise Voice & Telephony ‿ Understanding VoIP, SIP, PSTN connectivity, dial plans, call routing,

Session Border Controllers (SBCs), codecs, emergency calling, and voice resilience.

Contact Centre Architecture (CCaaS) ‿ Designing omnichannel contact centres, including ACD, IVR,

skills based routing, queue management, customer segmentation, and call recording.

Omnichannel Customer Engagement ‿ Delivering seamless customer experiences across voice, chat,

email, SMS, social messaging, and self service channels with consistent interaction management.

Employee Experience (EX) Technologies ‿ Implementing collaboration, digital workplace, meeting

room, knowledge management, and productivity solutions that improve employee engagement and

efficiency.

Vendor Technologies :

Nice CX ‿ Expert Level

Genesis Contact Centre

Voice

TEAMS, ZOOM

Customer & Consulting Competencies

Demonstrate a customer first mindset by understanding business objectives, advocating for customer

outcomes, and championing customer needs across the organisation.

Build trusted relationships and engage effectively with stakeholders at all levels, from executive

governance through to technical teams, to influence decisions and achieve successful business

outcomes.

Deliver solutions that maximise customer value throughout the entire service lifecycle.