Senior Consultant (CX,EX, Voice)

Position: Senior Consultant (CX, EX, Voice)

Location: Kuala Lumpur, Malaysia

Language Proficiency: Fluency in English and Mandarin is essential; Cantonese is a plus.

Technical Expertise:

• Unified Communications Architecture - Expertise in designing comprehensive voice, video, messaging, conferencing, and collaboration solutions that function seamlessly across cloud, hybrid, and on-premises platforms.

• Enterprise Voice & Telephony – Proficient in VoIP, SIP, PSTN connectivity, dial plans, call routing, Session Border Controllers (SBCs), codecs, emergency calling protocols, and voice resilience strategies.

• Contact Centre Architecture (CCaaS) – Skilled in creating omnichannel contact centre solutions, encompassing ACD, IVR, skills-based routing, queue management, customer segmentation, and call recording functionalities.

• Omnichannel Customer Engagement – Committed to providing flawless customer experiences across various platforms including voice, chat, email, SMS, social messaging, and self-service options, ensuring consistent interaction management.

• Employee Experience (EX) Technologies – Focused on implementing solutions for collaboration, digital workplaces, meeting rooms, knowledge management, and productivity that enhance employee engagement and operational efficiency.

Vendor Proficiencies:

• Nice CX – Expert Level

• Genesis Contact Centre

• Voice Technologies

• TEAMS, ZOOM

Customer & Consulting Skills:

• Exhibit a customer-centric approach by comprehending business objectives, advocating for customer outcomes, and prioritizing customer needs within the organization.

• Foster trusted relationships and engage effectively with stakeholders across all levels, from executive leadership to technical teams, to influence decisions and achieve positive business results.

• Provide solutions that enhance customer value throughout the entire service lifecycle by aligning technical capabilities with business goals and promoting continuous improvement.