Senior Consultant (UC/EX/CX)

Tech Mahindra; Kampung Malaysia Tambahan; On-site; MYR 60,000 - 100,000; Full time

Job summary

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences.

The UC/EX/CX Technical Consultant designs, delivers, and optimizes Unified Communications, Employee Experience, and Customer Experience solutions aligned with customer business objectives.

Qualifications

• Client-facing UC/EX/CX consultant role.
• Ability to design, deliver and optimize UC/EX/CX solutions.
• Strong stakeholder engagement across executive and technical teams.

Responsibilities

• Design, deliver and optimize Unified Communications, Employee Experience and Customer Experience solutions.
• Provide trusted technical and strategic advice across solution lifecycle, from discovery to implementation.
• Foster strong customer relationships and ensure secure, scalable, high-value outcomes.

Skills

UC Architecture

Voice & Telephony

CCaaS Architecture

Omnichannel Engagement

EX Technologies

Voice

Teams

Zoom

Customer focus

Stakeholder mgmt

Job description

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and the Society to Rise. It has 150,000+ professionals working for 1000+ Global Customers (including Fortune 500 companies) in 90 Countries. We’re part of the esteemed Mahindra group, headquartered in India. Under a new CEO, Tech Mahindra is committed to a transformative journey with 'Scale @ Speed' as our guiding principle

The UC/EX/CX Technical Consultant is responsible for designing, delivering, and optimising Unified Communications (UC), Employee Experience (EX), and Customer Experience (CX) solutions that align with customer business objectives. The role provides trusted technical and strategic advice throughout the solution lifecycle, from discovery and architecture through to implementation and continual improvement, while fostering strong customer relationships and ensuring the delivery of secure, scalable, and high-value outcomes.

Malaysia has a multilingual workforce and is a regional hub that supports diverse clients across Asia-Pacific. This is a client facing role, language requirements and proximity to key customers requires placement in Malaysia. Regular in-person meetings with customers and partners in Malaysia and Singapore are required.

This role currently supports a number of key customer projects in Malaysia and in Singapore, such as International SOS.

Technical Skills :

• Unified Communications Architecture - Designing integrated voice, video, messaging, conferencing, and collaboration solutions across cloud, hybrid, and on-premises environments.
• Enterprise Voice & Telephony – Understanding VoIP, SIP, PSTN connectivity, dial plans, call routing, Session Border Controllers (SBCs), codecs, emergency calling, and voice resilience.
• Contact Centre Architecture (CCaaS) – Designing omnichannel contact centres, including ACD, IVR, skills-based routing, queue management, customer segmentation, and call recording.
• Omnichannel Customer Engagement – Delivering seamless customer experiences across voice, chat, email, SMS, social messaging, and self-service channels with consistent interaction management.
• Employee Experience (EX) Technologies – Implementing collaboration, digital workplace, meeting room, knowledge management, and productivity solutions that improve employee engagement and efficiency.
• Voice
• TEAMS, ZOOM
• Demonstrate a customer-first mindset by understanding business objectives, advocating for customer outcomes, and championing customer needs across the organisation.
• Build trusted relationships and engage effectively with stakeholders at all levels, from executive governance through to technical teams, to influence decisions and achieve successful business outcomes.
• Deliver solutions that maximise customer value throughout the entire service lifecycle by aligning technical capabilities with business objectives and driving continuous improvement