CX One Solution Engineer

LAVU TECH SOLUTIONS SDN. BHD.; Kuala Lumpur; On-site; MYR 70,000 - 110,000; Full time

Job summary

LAVU TECH SOLUTIONS SDN. BHD. is seeking an CXOne DFO Solutions Engineer in Kuala Lumpur to design, develop, and implement CXOne DFO solutions for robust contact center operations.

You will ensure serviceability and drive improvements in redundancy and recovery while collaborating with cross-functional teams. The role requires hands-on experience with Nice CXOne Studio, DFO channels (Chat, SMS, Email, Social Messaging, Chatbot), and integration with Microsoft Dynamics and Amelia.

Qualifications

• Minimum 3 years of experience in a Technical/Service role in software, telecommunications, or contact center.
• Minimum of 1 year of experience working in Nice CXone Studio.
• Experience with Nice CXOne Studio DFO channels (Chat, SMS, Email, Social Messaging, and Chatbot).
• Working knowledge of RESTful / SOAP API and Object-Oriented Analysis / Object-Oriented Design methodologies.
• Integration knowledge of Nice CXOne supported systems such as Microsoft Dynamics and Amelia.
• Self-starter with ability to work independently and in a collaborative team environment.
• Proven track record in relationship-building and driving change in a matrixed work environment.
• Excellent communication and collaboration skills; ability to effectively communicate across all levels.
• Experience in understanding and communicating technical concepts to a non-technical audience.
• Strong background with NICE CXOne implementations including ACD, IVR, WFM, and integrations with external platforms.
• Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations.
• Bachelor's degree or equivalent work experience recommended.

Responsibilities

• 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, develop, and implement CXOne DFO solutions
• Ensure serviceability of implemented solutions

Skills

Nice CXOne Studio

REST API

SOAP API

OOAD

Cloud platforms (Azure/AWS)

Education

Bachelor's degree or equivalent

Job description

The CXOne DFO Solution engineer is responsible for design, development, implementation, and serviceability. This role requires proven attention to detail, processes, and an engineering discipline of complex production enterprise environments.

Key responsibilities

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, develop, and implement CXOne DFO solutions

Ensure serviceability of implemented solutions

About you

Minimum of 3 years of experience in a Technical/Service role in software, telecommunications, or contact center

Minimum of 1 year of experience working in Nice CXone Studio

Experience with Nice CXone Studio DFO channels (Chat, SMS, Email, Social Messaging, and Chatbot)

Working knowledge of RESTful / SOAP API and Object-Oriented Analysis / Object-Oriented Design methodologies

Integration knowledge of Nice CXOne supported systems such as Microsoft Dynamics and Amelia

Self-starter with the ability to work independently and in a collaborative team environment

Proven track record in relationship-building and driving change in a matrixed work environment

Excellent communication and collaboration skills; ability to effectively communicate across all levels

Experience in understanding and communicating technical concepts to a non-technical audience

Strong background with NICE CXOne implementations including ACD, IVR, WFM, and integrations with external platforms

Understanding of cloud technologies such as Azure or AWS and knowledge of security best practices and regulations

Bachelor's degree or equivalent work experience recommended