CX Platforms & Change Enablement Specialist

TNG Digital Sdn Bhd; Kuala Lumpur; Hybrid; MYR 90,000 - 140,000; Full time

Job summary

TNG Digital Sdn Bhd in Kuala Lumpur is seeking a Specialist to manage CX platforms and change enablement. The role centers on administering Genesys and Zendesk access, IVR updates, and chatbot support while coordinating platform changes and ensuring uptime across CX services.

You will partner with Deloitte and internal teams on ERP change initiatives, ensuring governance, readiness, and adoption of CX improvements with clear, traceable communications.

Qualifications

• Bachelor’s degree in Computer Science, IS Engineering or related field.
• Minimum 3 years experience supporting CX operations platforms.
• Strong stakeholder management and cross-functional coordination.
• Experience with change enablement activities: communications, training readiness.
• Proficiency in SQL and Microsoft Office; comfortable with collaboration tools.
• Experience with CX platforms like Genesys, Zendesk or chatbots is a plus.

Responsibilities

• Administer Genesys user access and IVR updates.
• Administer Zendesk user access lifecycle and support configuration.
• Maintain chatbot operations and knowledgebase uploads.
• Ensure platform reliability and incident response coordination.
• Drive CX performance improvements and knowledge maintenance.
• Support Project Fusion Change Management enablement and adoption.

Skills

Stakeholder management

Change enablement

Documentation

Communication

SQL

Microsoft Office

CX platforms

User access governance

Education

Bachelor’s degree in Computer Science

Bachelor’s degree in Information System Engineering

Bachelor’s degree in Business Information System

Tools

Genesys

Zendesk

Oracle Fusion ERP

Job description

TNG Digital Sdn Bhd in Kuala Lumpur is seeking a Specialist to manage CX platforms and change enablement. The role centers on administering Genesys and Zendesk access, IVR updates, and chatbot support while coordinating platform changes and ensuring uptime across CX services.

You will partner with Deloitte and internal teams on ERP change initiatives, ensuring governance, readiness, and adoption of CX improvements with clear, traceable communications.