(A) Solution Specialist (Contact Center Software Solution)

Idealseed Resources Sdn Bhd; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A tech solutions provider in Kuala Lumpur is seeking a Solution Specialist for Contact Center Software. Responsibilities include managing customer projects, troubleshooting systems, and resolving support inquiries. The ideal candidate must hold a degree in Computer Science or IT, have at least one year of experience in the Contact Center platform, and possess strong technical and communication skills in English and Bahasa Malaysia. Fresh graduates are encouraged to apply. This role may require working outside normal hours to support operations.

Qualifications

• At least 1 year of development/support experience in a Contact Center platform.
• Strong working and technical knowledge in multiple technologies specified.

Responsibilities

• Manage new customer projects from requirement mapping to maintenance.
• Troubleshoot system and network problems.
• Analyse and resolve support inquiries from customers and vendors.
• Collaborate with team to troubleshoot technical problems.
• Continuously maintain and improve technical knowledge.
• Prioritise and manage multiple open cases.
• Establish good relationships with customers and developers.
• Support 24x7 operations outside normal working hours when needed.

Skills

Genesys Platform deployment

Database management (SQL, Oracle, Postgres)

HTML5

CSS3

Kubernetes

Cassandra

JSON

Web services (REST/SOAP) API

Linux (Redhat/CentOS)

Problem-solving skills

Communication skills (English, Bahasa Malaysia)

Education

University degree in Computer Science, IT or equivalent

Job description

(A) Solution Specialist (Contact Center Software Solution)

Permanent

Responsibilities

• Manage new customer projects from requirement mapping, deployment, testing, user training, commissioning to maintenance.
• Troubleshoot system and network problems, diagnose and solve related hardware or software faults.
• Analyse, follow up and resolve any support enquiries from customers and vendors.
• Collaborate with the team to identify, troubleshoot and find resolution for technical problems.
• Continuously maintain, improve and share technical knowledge and explore new technologies together with the team.
• Prioritise and manage multiple open cases at a time.
• Establish a good working relationship with customers and internal developers.
• Work outside normal working hours or weekends occasionally to support 24x7 operations.

Requirements

• University degree in Computer Science, IT or equivalent.
• At least 1 year of development/support experience in Contact Center platform.
• Strong working and technical knowledge in Genesys Platform deployment and support, database (SQL, Oracle or Postgres), HTML5, CSS3, Kubernetes, Cassandra, JSON, Web services (REST/ SOAP) API, Linux (Redhat/CentOS).
• Good exposure to Contact Center & Telephony concepts.
• Independent, proactive, passionate in technical skills, results‑oriented and strong desire to succeed.
• Strong communication skills – written, oral and presentation in English and Bahasa Malaysia.
• Great interpersonal, self‑motivated and customer‑focused with outgoing personality and analytical mind.
• Strong analytical and problem‑solving skill.
• Fresh graduates are encouraged to apply.
• Applicants must be Malaysian citizens.