CXOne Solutions Engineer: Contact Center Architect

Tata Consultancy Services; Kuala Lumpur; Sur place; MYR 90 000 - 130 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

CXOne

Genesys

Architecture

DevOps

Outils

CXOne Studio

APIs & Integrations

Description du poste

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.