CX One Solution Engineer at Virtual Calibre Sdn Bhd

Virtual Calibre Sdn Bhd; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Job summary

Virtual Calibre Sdn Bhd seeks an experienced CXOne Solution Engineer to design and implement CXOne digital and voice channels in a global engineering context. You will diagnose complex integration and call-flow issues, drive automation, and establish scalable operations for enterprise environments.

The role emphasizes collaboration with business technologists, operational leads, and automation initiatives, with a focus on reliability and proactive monitoring.

Qualifications

• 3+ years in technical/service roles in software/telecom or contact center.
• Experience with NICE CXOne Studio and omnichannel design is preferred.
• Bachelor's degree or equivalent work experience.

Responsibilities

• Design, develop, implement, and support CXOne digital and voice channels.
• Lead architectural standardization and documentation for contact centers.
• Collaborate with business teams to implement enhancements across DFO and IVR/ACD.
• Develop automation for MACs and leverage DevOps practices to improve operations.

Skills

CXOne Studio

IVR/ACD design

REST/SOAP APIs

DevOps

Cloud (Azure/AWS)

Education

Bachelor's degree or equivalent

Tools

Microsoft Dynamics

Amelia

SIP trunking

Job description

Job Overview

We are seeking an experienced CXOne Solution Engineer to join our growing global engineering team. This role is responsible for the design, development, implementation, and serviceability of Chubb's CX One digital (DFO) and voice (IVR/ACD) contact center channels, and is the expert technical resource for contact center transformation projects. The candidate embodies sound engineering principles and is highly collaborative, creative, problem-solving, and technically curious, with proven attention to detail, process, and engineering discipline in complex production enterprise environments. The role includes direct responsibility for diagnosing and resolving complex integration, call flow, and digital flow issues and outages, and assists in establishing operational support models, process automation, and proactive monitoring required for a scalable and highly available communication service.

Principal Duties & Responsibilities

Architecture & Engineering

• Leverage understanding of contact center operations and inbound/outbound configuration in CXOne, across both digital (DFO) and voice (IVR/ACD) channels.
• 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 omnichannel solutions.
• Drive architectural standardization and documentation for the contact center environments.

Business Engagement

• Interact with business customers, end user services, business technologists, and operating leads to design and implement enhancements across DFO and IVR/ACD, in response to business requirements and strategic infrastructure projects.
• Lead discussions with automation in mind, focused on enhancing both customer experience and productivity, with all outcomes enabled to be measured.

Business Analysis & Design

• Comprehend and implement best practices for contact centers; analyze routine production problems and direct/implement corrective changes to reduce failures and improve redundancy and recovery.
• Design, document, and develop DFO digital flows and IVR/ACD inbound and outbound call flows, along with their integrations.

Automation

• Develop operational process automation using efficient technologies and procedures for Moves, Adds, and Changes (MAC) to DFO and telephony services.
• Leverage Agile approaches and DevOps experience for accelerated design, deployment, and documentation to improve automation and operational models.
• Perform technical configuration for DFO and IVR, including NICE CXOne Studio programming and call flow scripting.
• Leverage CXOne APIs and integrations across the enterprise environment.
• Leverage CXOne technology to enable screen pops and omnichannel routing of voice via web services.
• Other Undertake other business analysis and process improvements as assigned from time to time.

Job Specification Technical Skills

• High proficiency in NICE CXOne Studio (DFO and/or IVR/ACD scripting) or similar technology, with extensive delivery experience of complex contact center solutions.
• DFO digital channel experience (Chat, SMS, Email, Social Messaging, and Chatbot) and/or IVR/ACD contact center design and build experience, including call flows and routing (SMS/WhatsApp).
• Strong background with NICE CXOne implementations (ACD, IVR, WFM, DFO), including integrations with external platforms.
• Integration knowledge of NICE CXOne-supported systems such as Microsoft Dynamics and Amelia.
• Working knowledge of RESTful/SOAP APIs and Object-Oriented Analysis / Object-Oriented Design methodologies.
• Understanding of cloud technologies such as Azure or AWS, systems and infrastructure architecture, and knowledge of security best practices and regulations.

Preferred / Good-to-Have Skills

• Platform experience with leading collaboration technologies and relevant certifications, including one or more of: NICE inContact, Genesys PureCloud/Engage Cloud, Cisco Contact Center Enterprise, Avaya Contact Center.
• Experience with telecommunications providers, SIP trunking, and complex voice routing and regulations.
• Understanding of Agile development methodology, SDLC, and DevOps experience for improved automation and operations.
• Additional language: Mandarin/Cantonese would be advantageous.

Experience Required

3+ years of experience in a Technical/Service role in software, telecommunications, or contact center, including implementation experience in a cloud computing or telephony environment (or 3-5 years of experience in contact center operations, technology, or process management). Minimum of 1 year of experience working in NICE CXOne Studio.

Education

Bachelor's degree or equivalent work experience recommended.

Pay

RM8,000.00 - RM12,000.00 per month

Work Location

In person