Senior Specialist, CX Platforms & Change Enablement (BPI)

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

Senior Specialist, CX Platforms & Change Enablement (BPI)

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia’s most used apps for payments and everyday life. Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler. Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

Role Overview

The role supports Business Process Improvements (BPI) by owning and operating key Customer Experience (CX) platforms (Genesys, Zendesk and Chatbot) to ensure platform reliability, access governance, timely incident response and continuous service performance improvements. In addition, the role will actively lead Change Management enablement for Project Fusion (Oracle Fusion ERP), coordinating stakeholder/user inputs, communications tooling and training/adoption readiness in partnership with Deloitte’s Change Management team and internal stakeholders

What You'll Do:

• 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 (Oracle Fusion ERP) Change Management enablement activities with Deloitte CM team
• Own internal communications enablement for Project Fusion (e.g., project mailbox/channels, collaboration tool feasibility and setup) and support communication plan execution
• Provide and maintain stakeholder and user list inputs, support change impact inputs and readiness activities for Project Fusion (e.g., stakeholder analysis, training readiness, adoption support)
• Partner with Operations, CX, Product/Tech and project stakeholders to align requirements, manage expectations and drive adoption across impacted team

Role Requirements:

• 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
• Proficiency in SQL & Microsoft Office (Word, Excel, PowerPoint); comfortable working with collaboration tools used for project communications
• Experience working in Financial Institutions or within the eWallet or ePayment industry is considered an advantage and will be highly regarded for this role.

What you get:

Work your way

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long-term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement

Note: Only shortlisted candidates will be contacted.

Touch ‘n Go has been a part of Malaysia’s mobility journey for over two decades. With 25 million active cards, 1.2 million active TNG RFID users, and 13 million unique customers, Touch ‘n Go continues to champion Malaysia’s mobility ecosystem through tolling, parking and transit powered by innovative technology.

Touch ‘n Go Sdn Bhd (TNGSB) was incorporated in October 1996 whereby it launched its services in March 1997 at the Metramac Highway and PLUS Expressways. It provides a mode of payment via a prepaid e-payment card called the Touch ‘n Go card.

The Touch ‘n Go card provides users with a means to perform cashless low value transactions which is simple and convenient. It totally discards the need to carry and search for loose change when making payments.

TNGSB holds the intellectual property rights to the Touch ‘n Go system, which is locally developed according to Mifare standard, the industry standard for contactless smartcards. This enables the company to improve the system independently with required modifications, enhancements and upgrades.

Touch ‘n Go is now the one and only Electronic Toll Collection (ETC) operator for all highways in Peninsular Malaysia. It is also being accepted as the Common Ticketing System (CTS) for major public transports in Klang Valley. In addition, Touch ‘n Go has diversifies into parking, theme parks and selected retail outlets. In view of this expansion and understanding the needs for customer to easily reload their card, reload can be performed at TNG hubs, Customer Service Centre at major highways, banks’ ATMs & CDMs, selected petrol stations, “Kaunter Khidmat Pelanggan Touch ‘n Go” at selected PETRONAS stations, and Automated Reload Kiosks at LRT stations.

Touch ‘n Go Sdn Bhd is a wholly owned subsidiary of CIMB Group Holdings Berhad.

Touch ‘n Go has been a part of Malaysia’s mobility journey for over two decades. With 25 million active cards, 1.2 million active TNG RFID users, and 13 million unique customers, Touch ‘n Go continues to champion Malaysia’s mobility ecosystem through tolling, parking and transit powered by innovative technology.

Touch ‘n Go Sdn Bhd (TNGSB) was incorporated in October 1996 whereby it launched its services in March 1997 at the Metramac Highway and PLUS Expressways. It provides a mode of payment via a prepaid e-payment card called the Touch ‘n Go card.

The Touch ‘n Go card provides users with a means to perform cashless low value transactions which is simple and convenient. It totally discards the need to carry and search for loose change when making payments.

TNGSB holds the intellectual property rights to the Touch ‘n Go system, which is locally developed according to Mifare standard, the industry standard for contactless smartcards. This enables the company to improve the system independently with required modifications, enhancements and upgrades.

Touch ‘n Go is now the one and only Electronic Toll Collection (ETC) operator for all highways in Peninsular Malaysia. It is also being accepted as the Common Ticketing System (CTS) for major public transports in Klang Valley. In addition, Touch ‘n Go has diversifies into parking, theme parks and selected retail outlets. In view of this expansion and understanding the needs for customer to easily reload their card, reload can be performed at TNG hubs, Customer Service Centre at major highways, banks’ ATMs & CDMs, selected petrol stations, “Kaunter Khidmat Pelanggan Touch ‘n Go” at selected PETRONAS stations, and Automated Reload Kiosks at LRT stations.

Touch ‘n Go Sdn Bhd is a wholly owned subsidiary of CIMB Group Holdings Berhad.