CX Automation & Projects Lead

Axi; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Health insurance

Competitive compensation

Annual leave 21 days

Job summary

Axi is seeking a CX Automation & Project Coordinator in Malaysia to lead the CX AI and automation programme end‑to‑end, transforming roadmaps into delivered workstreams across the client journey. You will work with cross‑functional stakeholders to ensure governance, documentation, monitoring, and regulatory compliance across jurisdictions.

You will own the automation backlog, gather requirements, write build‑ready specs, and partner with AI Agent Engineers and DevRev as the workflow backbone.

Qualifications

• Experience managing automation, workflow optimisation, or process improvement projects in CX or Operations.
• Hands-on experience with DevRev; familiarity with Salesforce, ServiceNow, or Zendesk is recommended.
• Ability to translate business needs into build-ready specifications for technical teams.
• Proven track record in planning, coordinating, and executing UAT and production releases.
• Strong stakeholder management and cross-functional collaboration skills.
• Ability to measure outcomes using KPIs such as adoption, ROI, or deflection.

Responsibilities

• Own and maintain the CX automation roadmap and backlog with quarterly delivery sequencing.
• Serve as the primary contact for CS operational and system challenges; diagnose root causes and implement scalable fixes.
• Write clear, build-ready specifications for automation flows with stakeholders.
• Analyse bottlenecks in the Client Journey and advise where automation adds value.
• Optimise CRM and tooling (e.g., Salesforce) through testing and well-designed workflows; drive adoption.
• Coordinate UAT and testing for new automations before release.
• Act as liaison between CS and technical teams; align business needs with technical solutions.
• Ensure uptime and responsiveness of CX platforms (DevRev) and address outages or issues.

Skills

Automation management

CX improvement

Stakeholder management

Requirements gathering

UAT testing

SQL

Databricks

DevRev

Salesforce

Tools

DevRev

Salesforce

Zendesk

ServiceNow

SQL

Databricks

Job description

Axi is seeking a CX Automation & Project Coordinator in Malaysia to lead the CX AI and automation programme end‑to‑end, transforming roadmaps into delivered workstreams across the client journey. You will work with cross‑functional stakeholders to ensure governance, documentation, monitoring, and regulatory compliance across jurisdictions.

You will own the automation backlog, gather requirements, write build‑ready specs, and partner with AI Agent Engineers and DevRev as the workflow backbone.