Senior Consultant (CX,EX, Voice)

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We're part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with Scale @ Speed as our guiding principle.

Role

Senior Consultant (CX,EX, Voice) Location

Fluency in English and Mandarin.

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 discovery 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 supports diverse clients across Asia-Pacific. This 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.

This role currently supports 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 by aligning technical capabilities with business objectives and driving continuous improvement.