Senior Technical Manager - NiCE CXOne (Unified Communications)

Tech Mahindra; Kampung Malaysia Tambahan; On-site; MYR 80,000 - 120,000; Full time

Job summary

Tech Mahindra in Malaysia seeks a UC/EX/CX Technical Consultant to design, deliver, and optimize unified communications and employee/customer experiences for regional clients. You will provide trusted technical guidance across the solution lifecycle, from discovery to implementation, with a focus on secure, scalable outcomes.

Regular in-person engagements in Malaysia and Singapore, develop roadmaps, lead billable projects, and collaborate with cross-functional teams to ensure successful delivery

Qualifications

• Experience designing UC/EX/CX solutions across cloud/hybrid/on-prem environments.
• Ability to design secure, scalable, high-value outcomes for clients.
• Knowledge of CCaaS, omnichannel engagement and collaboration tools.

Responsibilities

• Design, deliver and optimize UC/EX/CX solutions aligned with client objectives.
• Provide trusted technical guidance through discovery, architecture, implementation and optimization phases.
• Lead billable consulting projects and ensure successful delivery with cross-functional teams.
• Maintain customer relationships and contribute to business development and knowledge sharing.

Skills

UC/EX/CX

Cloud/Hybrid

VoIP/Telephony

CCaaS

Omnichannel

EX Tech

Teams/Zoom

Tools

SIP

SBCs

Call routing

Job description

Tech Mahindra is a leading global IT services and consulting organization, delivering innovative digital transformation, cloud, AI, engineering, and enterprise business solutions to clients worldwide. Operating in over 90 countries, the company helps enterprises accelerate growth through technology-driven innovation and customer-centric solutions. As part of the Mahindra Group, Tech Mahindra is recognized for its strong focus on digital engineering, telecommunications, and next-generation technologies. With a diverse global workforce, the organization fosters a culture of continuous learning, collaboration, and professional development

Job Description:

Language Skills : Fluency in English and Mandarin. Cantonese desirable.

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.

Deliver technical governance and trusted advisor relationships.

Engage with clients to understand their needs and deliver tailored solutions.

Develop and maintain customer technology roadmaps.

Lead and deliver billable consulting projects.

Collaborate with technical teams to ensure successful project delivery.

Contribute to knowledge sharing and best practices.

Support business development and proposal efforts.

Maintain technical certifications and industry knowledge.

Manage presales activities, including solution design and presentations.

Maintain strong client relationships and provide ongoing support.

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