Senior Specialist, CX Platforms & Change Enablement (BPI)

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

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.