CX Tech & Solutions Specialist

CelcomDigi; Selangor; On-site; MYR 80,000 - 100,000; Full time

Job summary

A Malaysian telecommunications company is seeking a CX Tech & Solutions Specialist to lead technology initiatives that enhance customer experiences. In this role, you will execute automation solutions, coordinate cross-functional projects, and translate business requirements into technical implementations. Ideal candidates will have a Bachelor’s degree and 3-6 years of experience in CX or digital transformation. Join our team to shape the future of customer interactions and drive innovation in service quality.

Qualifications

• 3–6 years of experience in CX delivery, digital transformation, or service operations.
• Proven track record in delivering complex projects on time and within scope.
• Familiar with UAT/KPI tracking.

Responsibilities

• Lead end‑to‑end execution of CX technology projects, ensuring strategic alignment.
• Implement automation solutions to enhance customer experience.
• Translate business needs into technical solutions with IT.
• Manage integration of the CX Tech Stack tools.
• Coordinate testing, training, and change management.
• Monitor solution performance for continuous improvement.

Skills

Hands-on experience with automation tools

Strong communication skills

Proactive mindset and focus on continuous improvement

Ability to manage diverse stakeholders

Education

Bachelor’s degree in a relevant field (e.g., Technology, Engineering)

Tools

CX platforms (CRM, chatbots, ticketing systems)

Job description

Celcom and Digi have merged to create Malaysia’s most inspiring telco‑tech company, combining over six decades of strengths in innovation and connecting Malaysians.

CX Tech & Solutions Specialist

Date: 8 Jan 2026

Employment type: Contract

Location: CelcomDigi Tower, Petaling Jaya

Business Unit: Customer Experience

Job Segment: CRM, Engineer, BPO, Change Management, Technology, Operations, Management

Join our Customer Experience (CX) Transformation pillar and be a key player in reimagining how we interact with our customers. We’re passionate about crafting seamless and enjoyable experiences across all touchpoints, using data‑driven insights and innovative approaches to optimize every interaction. In this role, you’ll have a direct impact on shaping the future of customer experience at CelcomDigi, ensuring we deliver exceptional service at every Moment of Truth.

As the Specialist – CX Tech & Solutions, you will play a key role in executing and operationalizing customer experience (CX) technology initiatives and automation solutions that drive measurable improvements in service quality, efficiency, and customer satisfaction. You’ll work closely with the Head of CX Tech & Solutions or Senior Specialist and collaborate across teams— including IT, BPO, Channels, and Segments—responsible for translating business requirements into executable technical solutions and ensuring the timely and effective implementation of CX technology across the organization.

Responsibilities

• Lead end‑to‑end execution of CX technology projects, from planning and design to deployment and post‑launch optimization, ensuring delivery aligns with strategic goals.
• Implement automation solutions to improve service efficiency, reduce costs, and enhance customer experience across key CX touchpoints.
• Translate business needs into technical solutions, collaborating with IT and cross‑functional teams to ensure feasibility, scalability, and alignment.
• Manage integration and rollout of the CX Tech Stack, ensuring tools like CRM, chatbots, and workflows are effectively configured and adopted.
• Coordinate testing, training, and change management, including UAT and documentation, to support smooth implementation and adoption.
• Monitor solution performance and drive continuous improvement, using data insights to optimize systems and support innovation initiatives.

Requirements

• Bachelor’s degree in a relevant field (e.g., Technology, Engineering).
• 3–6 years of experience in CX delivery, digital transformation, or service operations.
• Hands‑on experience with automation tools, customer journey platforms, and CX technologies.
• Proven track record in delivering complex, cross‑functional projects on time and within scope.
• Strong communication and coordination skills with the ability to manage diverse stakeholders.
• Execution‑driven, with a proactive mindset and focus on continuous improvement.
• Familiar with CX platforms such as CRM, chatbots, ticketing/workflow systems, and UAT/KPI tracking.

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre‑screening conversation, interviews and/or assessments.

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.