Senior Consultant

The UC/EX/CX Technical Consultant plays a vital role in designing, implementing, and enhancing Unified Communications (UC), Employee Experience (EX), and Customer Experience (CX) solutions that meet the strategic objectives of our clients. This position offers expert technical and strategic counsel throughout the entire solution lifecycle, encompassing discovery and architecture to implementation and ongoing enhancements. The consultant is expected to build strong customer relationships and ensure the delivery of secure, scalable, and high-impact results. Given Malaysia's multilingual workforce and its status as a regional hub serving a variety of clients across the Asia-Pacific, this client-facing role necessitates placement in Malaysia. Regular face-to-face interactions with clients and partners in both Malaysia and Singapore are essential, with current support for several key customer projects in the region, including International SOS. Accountabilities

• Provide technical governance and establish trusted advisor relationships.
• Engage with clients to assess their requirements and deliver customized solutions.
• Create and maintain technology roadmaps for customers.
• Lead and execute billable consulting initiatives.
• Collaborate with technical teams to ensure effective project execution.
• Contribute to the sharing of knowledge and best practices.
• Assist in business development and proposal initiatives.
• Stay updated with technical certifications and industry advancements.
• Oversee presales activities, including solution design and customer presentations.
• Foster strong client relationships and provide continuous support.
• Competencies Technical Skills:
• Unified Communications Architecture - Designing integrated voice, video, messaging, conferencing, and collaboration solutions across cloud, hybrid, and on-premises settings.
• Enterprise Voice & Telephony – Proficient in VoIP, SIP, PSTN connectivity, dial plans, call routing, Session Border Controllers (SBCs), codecs, emergency calling, and voice resilience.
• Contact Centre Architecture (CCaaS) – Crafting omnichannel contact centers, incorporating ACD, IVR, skills-based routing, queue management, customer segmentation, and call recording.
• Omnichannel Customer Engagement – Facilitating seamless customer interactions across voice, chat, email, SMS, social messaging, and self-service channels with uniform interaction management.
• Employee Experience (EX) Technologies – Implementing solutions for collaboration, digital workplace, meeting spaces, knowledge management, and productivity that enhance employee engagement and efficiency. Vendor Technologies:
• Nice CX – Expert Level
• Genesis Contact Centre
• Voice
• TEAMS, ZOOM Customer & Consulting Competencies
• Exhibit a customer-first attitude by understanding business goals, advocating for customer outcomes, and representing customer needs throughout the organization.
• Develop trusted relationships and effectively engage with stakeholders at all levels, from executive governance to technical teams, to influence decisions and achieve successful business results.
• Deliver solutions that maximize customer value throughout the service lifecycle by aligning technical capabilities with business objectives and fostering continuous improvement.