Senior Consultant (CX,EX, Voice)

Role Senior Consultant (CX,EX, Voice)

Location Malaysia (KL)

Language Skills Fluency in English and Mandarin. Cantonese desirable.  

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 by aligning technical capabilities with business objectives and driving continuous improvement.