Senior CX Platforms & Change Enablement Lead

TNG Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Medical coverage

Extra leave for family and caregiving

Monthly lifestyle allowance via TNG eW

Long-term rewards for contributions

Mobile and broadband reimbursement

Job summary

TNG Digital Sdn Bhd is hiring a Senior Specialist for CX Platforms & Change Enablement in Kuala Lumpur to own and operate CX platforms such as Genesys, Zendesk and a chatbot, ensuring reliability, governance and change readiness for large-scale projects like Project Fusion.

The role focuses on administration, incident response, and continuous service improvements while coordinating with Deloitte’s Change Management team and internal stakeholders to drive adoption and adoption readiness across

Qualifications

• Bachelor’s degree in computer science/information system engineering/business information system.
• Minimum 3 years of experience supporting CX operations platforms (contact center, ticketing systems, self-service/chatbot platforms) and user access governance.
• Strong stakeholder management skills with ability to coordinate cross-functional inputs and drive timely execution.
• Experience supporting change enablement activities (communications, stakeholder coordination, training readiness/adoption support) is an advantage.
• Strong documentation discipline and attention to detail; able to maintain audit-ready artefacts and trackers.
• Good communication skills and ability to work with internal stakeholders and external vendors/partners.

Responsibilities

• Administer Genesys user access and manage IVR updates, maintenance and announcement
• Administer Zendesk user access lifecycle and support operational configuration activities as required
• Maintain chatbot operations including knowledge base uploads for new features, form maintenance and enhancements
• Ensure platform reliability by tracking uptime, coordinating incident responses and supporting business continuity actions when required
• Drive service performance improvements through CX initiatives (e.g., ticket reduction, turnaround time and first contact resolution improvements, narrative/knowledge maintenance)
• Maintain governance and audit readiness for platform access changes and configuration updates (documentation, traceability and controls)
• Lead and coordinate Project Fusion Change Management enablement activities with Deloitte CM team
• Own internal communications enablement for Project Fusion and support communication plan execution
• Provide and maintain stakeholder and user list inputs, support change impact inputs and readiness activities for Project Fusion
• Partner with Operations, CX, Product/Tech and project stakeholders to align requirements, manage expectations and drive adoption across impacted team

Skills

Stakeholder management

Change management

Communication

Education

Bachelor’s degree in CS/IS/Engineering

Tools

SQL

Microsoft Office

Job description

TNG Digital Sdn Bhd is hiring a Senior Specialist for CX Platforms & Change Enablement in Kuala Lumpur to own and operate CX platforms such as Genesys, Zendesk and a chatbot, ensuring reliability, governance and change readiness for large-scale projects like Project Fusion.

The role focuses on administration, incident response, and continuous service improvements while coordinating with Deloitte’s Change Management team and internal stakeholders to drive adoption and adoption readiness across