AI-Powered Enterprise Contact Centre Enablement Lead

U Mobile Sdn Bhd; Kuala Lumpur; On-site; MYR 260,000 - 420,000; Full time

Job summary

U Mobile Sdn Bhd seeks a Senior Lead to develop and drive the Enterprise Contact Centre Enablement strategy, governance, and continuous improvement agenda. You will oversee AI-supported tools, knowledge management, agent development, QA and performance improvement to enable scalable capabilities and outstanding customer experience.

Responsibilities cover governance of AI tools, CRM integration, training, and calibration, with collaboration across technology, product and CX teams to deliver

Qualifications

• Bachelor’s degree in Business, Operations, CX, Technology or related field.
• 10+ years in contact centre operations, CX or process enablement.
• Proven leadership of enablement, transformation, QA and CX programmes.
• Strong knowledge of AI-enabled contact centres and CRM integration.

Responsibilities

• Develop and deliver the Enterprise Contact Centre Enablement strategy and operating framework.
• Identify capability gaps, risks and improvements; create action plans and monitor outcomes.
• Lead governance and continuous improvement of chatbots and agent tools.
• Ensure AI tools and digital journeys support approved processes and standards.
• Establish and manage knowledge management framework; ensure accuracy.
• Oversee onboarding, readiness and training aligned with launches.
• Develop QA framework across voice, chat, and AI interactions.
• Use analytics to identify recurring issues and drive AI enhancements.
• Collaborate across teams to adopt consistent standards and improvement priorities.
• Manage technology partners and vendors per requirements.

Skills

Analytical skills

Commercial acumen

Communication skills

Governance

Change leadership

Cross-functional collaboration

Education

Bachelor's degree

Tools

CRM systems

Chatbots

AI tools for contact centre

Analytics tools

Job description

U Mobile Sdn Bhd seeks a Senior Lead to develop and drive the Enterprise Contact Centre Enablement strategy, governance, and continuous improvement agenda. You will oversee AI-supported tools, knowledge management, agent development, QA and performance improvement to enable scalable capabilities and outstanding customer experience.

Responsibilities cover governance of AI tools, CRM integration, training, and calibration, with collaboration across technology, product and CX teams to deliver