CX One Solution Engineer

Tata Consultancy Services; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

Tata Consultancy Services, APAC, is seeking a CX One Solution Engineer in Malaysia to design and optimize contact center solutions. You will collaborate with engineering and business teams to implement CXOne, Genesys, inContact, Cisco, Microsoft, and Avaya deployments, driving architecture and standardization.

This role focuses on IVR/ACD design, automation, and operational process improvements within agile DevOps practices to enhance customer experience and reliability.

Responsibilities

• Understand contact center operations and CXOne configuration for IVR/ACD.
• Drive architecture and engineering for deployment of multivendor contact center solutions (Genesys, inContact, Cisco, Microsoft, Avaya).
• Coordinate architectural standardization and documentation for contact center environments.
• Engage projects with business technologists and operating leads to meet requirements.
• Lead discussions with automation mindset to enhance customer experience and productivity.
• Analyze and design IVR/ACD inbound and outbound flows; implement corrective changes for reliability.
• Develop operational process automation using efficient technologies and DevOps practices.
• Configure IVR specifics in CXOne Studio scripting; leverage CXOne APIs and enterprise integrations.
• Enable screen pops and omnichannel routing of voice via web services.

Skills

CXOne

Genesys

Architecture

DevOps

Tools

CXOne Studio

APIs & Integrations

Job description

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS’ journey as we strive to achieve long-term net zero emissions by 2030.

Corporate sustainability is embedded in our triple-bottom-line, focusing on people, the planet, and our purpose. Our offices are designed with eco-friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy-efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today.

Role CX One Solution Engineer.

Location: Malaysia.

ROLES & RESPONSIBILITIES:

Architecture & Engineering:

• Leverage understanding of contact center operations and inbound and outbound
• configuration in CXOne for IVR/ACD
• Leverage understanding of concepts and execution of architecture and engineering in the
• development and deployment of Genesys, inContact, Cisco, Microsoft, and/or Avaya contact
• center solutions.
• Drive architectural standardization and documentation for the contact center environments.

Business Engagement:

• Initiate and proactively engage projects with both business technologists and operating leads
• in response to business requirements and strategic infrastructure projects.
• Lead discussions with automation in mind with an underpinning focused on enhancing both
• Customer experience and productivity enabling all outcomes to be measured.

IVR / ACD Business Analysis & Design:

• Ability to comprehend and implement best practices for contact centers, analyze routine
• production problems and direct and implement corrective changes to reduce failures and
• improve redundancy and recovery.
• Design, document and develop IVR / ACD inbound & outbound call flows.
• Drive architectural standardization and documentation for the contact center environments.

Automation:

• Develop operational process automation using efficient technologies & procedures for Move,
• Adds, and Changes telephony service.
• Leverage agile approaches and DevOps experiences for accelerated design and
• deployment, and documentation to improve automation, and improve operational models.
• Technical configuration for IVR specific to Nice CXOne studio programming including
• scripting call flows in CXOne Studio
• Ability to leverage the CXOne API's and integrations across an enterprise environment.
• Leverage CX One technology including to enable screen pops and omnichannel routing of
• voice via web services.

Other:

• Undertake other business analysis/process improvements as assigned from time to time.

Thank you for your interest in applying for this position with TCS. We will review your application and will get back to you if we are considering your interest in this opportunity.