Senior CX Platforms & Change Enablement Specialist

Touch 'n Go; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Benefits offered by this job

Medical coverage

Extra leave for family

Monthly lifestyle allowance via TNG eW

Mobile and broadband reimbursement

Job summary

TNG Digital in Malaysia is seeking a Senior Specialist to own and operate CX platforms (Genesys, Zendesk, Chatbot) and lead change enablement for Oracle Fusion ERP projects.

You will coordinate with Deloitte and internal teams, manage user access, drive incident response, and push service improvements while ensuring governance and audit readiness.

Candidates have a degree in CS/IS/Engineering and at least 3 years in CX ops platforms; experience in financial services is a plus.

Qualifications

• Bachelor’s degree in computer science / information systems / engineering.
• Minimum 3 years supporting CX platforms and user access governance.
• Strong stakeholder management and cross-functional coordination.
• Experience with change enablement activities (communications, training) is an advantage.
• Proficient in SQL and Microsoft Office; comfortable with collaboration tools used for project communications.
• Experience in financial institutions or eWallet/ePayments is a plus.

Responsibilities

• Administer Genesys user access and IVR updates.
• Administer Zendesk access lifecycle and configuration.
• Maintain chatbot operations and knowledge base for new features.
• Ensure platform reliability by tracking uptime and incident responses.
• Drive CX improvements (ticket reductions, faster resolutions).
• Maintain governance for access changes and configuration documentation.
• Lead Project Fusion Change Management enablement with Deloitte CM team.
• Coordinate internal communications and adoption readiness for Project Fusion.
• Support stakeholder inputs and training readiness for Project Fusion.
• Collaborate with Operations, CX, Product/Tech for aligned requirements.

Skills

SQL

Microsoft Office

Stakeholder management

Change management

Documentation

Communication

Education

Bachelor's degree

Tools

Genesys

Zendesk

Chatbot

Job description

TNG Digital in Malaysia is seeking a Senior Specialist to own and operate CX platforms (Genesys, Zendesk, Chatbot) and lead change enablement for Oracle Fusion ERP projects.

You will coordinate with Deloitte and internal teams, manage user access, drive incident response, and push service improvements while ensuring governance and audit readiness.

Candidates have a degree in CS/IS/Engineering and at least 3 years in CX ops platforms; experience in financial services is a plus.