Specialist, CX Platforms & Change Enablement

TNG Digital Sdn Bhd; Kuala Lumpur; Ibrido; MYR 90.000 - 140.000; Tempo pieno

Descrizione del lavoro

TNG Digital Sdn Bhd in Kuala Lumpur is seeking a Specialist to manage CX platforms and change enablement. The role centers on administering Genesys and Zendesk access, IVR updates, and chatbot support while coordinating platform changes and ensuring uptime across CX services.

You will partner with Deloitte and internal teams on ERP change initiatives, ensuring governance, readiness, and adoption of CX improvements with clear, traceable communications.

Competenze

• Bachelor’s degree in Computer Science, IS Engineering or related field.
• Minimum 3 years experience supporting CX operations platforms.
• Strong stakeholder management and cross-functional coordination.
• Experience with change enablement activities: communications, training readiness.
• Proficiency in SQL and Microsoft Office; comfortable with collaboration tools.
• Experience with CX platforms like Genesys, Zendesk or chatbots is a plus.

Mansioni

• Administer Genesys user access and IVR updates.
• Administer Zendesk user access lifecycle and support configuration.
• Maintain chatbot operations and knowledgebase uploads.
• Ensure platform reliability and incident response coordination.
• Drive CX performance improvements and knowledge maintenance.
• Support Project Fusion Change Management enablement and adoption.

Conoscenze

Stakeholder management

Change enablement

Documentation

Communication

SQL

Microsoft Office

CX platforms

User access governance

Formazione

Bachelor’s degree in Computer Science

Bachelor’s degree in Information System Engineering

Bachelor’s degree in Business Information System

Strumenti

Genesys

Zendesk

Oracle Fusion ERP

Descrizione del lavoro

Specialist, CX Platforms & Change Enablement##### Contact usLoginBack# Specialist, *CX Platforms & Change Enablement*NEWKuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* Administer Genesys user access and manage IVR updates, maintenance and announcements.* Administer Zendesk user access lifecycle and support operational configuration activities as required.* Maintain chatbot operations, including knowledgebase 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, including ticket reduction, turnaround time, first contact resolution improvements, and narrative / knowledge maintenance.* Maintain governance and audit readiness for platform access changes and configuration updates, including documentation, traceability and controls.* Lead and coordinate Project Fusion (Oracle Fusion ERP) Change Management enablement activities in collaboration with Deloitte’s Change Management team and internal stakeholders.* Own internal communications enablement for Project Fusion, including project mailbox / channel coordination, 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, including stakeholder analysis, training readiness and adoption support.* Partner with Operations, CX, Product / Tech and project stakeholders to align requirements, manage expectations and drive adoption across impacted teams.* Support BPI workstreams related to CX platform and service performance, including continuity of operational improvement initiatives and critical platform/process enablers.* Contribute to BPI strategic programmes where required, including workstreams such as AML solution programme, GenAI chatbot automation, and Admin Portal integration / revamp initiatives.#### Requirements* Bachelor’s degree in Computer Science, Information System Engineering, Business Information System or a related discipline.* Minimum 3 years of experience supporting CX operations platforms such as contact centre, ticketing systems, self-service or chatbot platforms, and user access governance.* Strong stakeholder management skills with the ability to coordinate cross-functional inputs and drive timely execution.* Experience supporting change enablement activities such as communications, stakeholder coordination, training readiness and adoption support is an advantage.* Strong documentation discipline and attention to detail, with the ability to maintain audit-ready artefacts and trackers.* Good communication skills and ability to work effectively with internal stakeholders and external vendors / partners.* Proficiency in SQL and Microsoft Office (Word, Excel, PowerPoint), and comfort working with collaboration tools used for project communications.* Experience working in Financial Institutions or within the eWallet / ePayment industry is an advantage and highly regarded for this role.* Experience supporting operational platforms such as Genesys, Zendesk, or chatbot / self-service environments will be an added advantage.* Exposure to transformation or cross-functional programmes involving stakeholder coordination, readiness activities, and operational adoption support will be an added advantage.