CX One Solution Engineer
# CX One Solution Engineer **Virtual Calibre Sdn Bhd** · Kuala Lumpur · `On-site` 🕒 **Статус:** *Опубликовано: 3 дня назад* · *Источник: Indeed* --- ### About the Role Job Overview We are seeking an experienced CXOne Solution Engineer to join our growing global engineering team. This role is responsible for the design, development, implementation, and serviceability of Chubb's CX One digital (DFO) and voice (IVR/ACD) contact center channels, and is the expert technical resource for contact center transformation projects. The candidate embodies sound engineering principles and is highly collaborative, creative, problem-solving, and technically curious, with proven attention to detail, process, and engineering discipline in complex production enterprise environments. The role includes direct responsibility for diagnosing and resolving complex integration, call flow, and digital flow issues and outages, and assists in establishing operational support models, process automation, and proactive monitoring required for a scalable and highly available communication service. Ideal candidates will possess high proficiency in CXOne Studio (DFO and/or IVR/ACD) or a similar technology, and have extensive delivery experience of complex contact center solutions. Principal Duties & Responsibilities Architecture & Engineering Leverage understanding of contact center operations and inbound/outbound configuration in CXOne, across both digital (DFO) and voice (IVR/ACD) channels. Leverage understanding of concepts and execution of architecture and engineering in the development and deployment of Genesys, inContact, Cisco, Microsoft, and/or Avaya contact center omnichannel solutions. Drive architectural standardization and documentation for the contact center environments. Business Engagement Interact with business customers, end user services, business technologists, and operating leads to design and implement enhancements across DFO and IVR/ACD, in response to business requirements and strategic infrastructure projects. Lead discussions with automation in mind, focused on enhancing both customer experience and productivity, with all outcomes enabled to be measured. Business Analysis & Design Comprehend and implement best practices for contact centers; analyze routine production problems and direct/implement corrective changes to reduce failures and improve redundancy and recovery. Design, document, and develop DFO digital flows and IVR/ACD inbound and outbound call flows, along with their integrations. Automation Develop operational process automation using efficient technologies and procedures for Moves, Adds, and Changes (MAC) to DFO and telephony services. Leverage Agile approaches and DevOps experience for accelerated design, deployment, and documentation to improve automation and operational models. Perform technical configuration for DFO and IVR, including NICE CXOne Studio programming and call flow scripting. Leverage CXOne APIs and integrations across the enterprise environment. Leverage CXOne technology to enable screen pops and omnichannel routing of voice via web services. Other Undertake other business analysis and process improvements as assigned from time to time. Job Specification Technical Skills High proficiency in NICE CXOne Studio (DFO and/or IVR/ACD scripting) or similar technology, with extensive delivery experience of complex contact center solutions. DFO digital channel experience (Chat, SMS, Email, Social Messaging, and Chatbot) and/or IVR/ACD contact center design and build experience, including call flows and routing (SMS/WhatsApp). Strong background with NICE CXOne implementations (ACD, IVR, WFM, DFO), including integrations with external platforms. Integration knowledge of NICE CXOne-supported systems such as Microsoft Dynamics and Amelia. Working knowledge of RESTful/SOAP APIs and Object-Oriented Analysis / Object-Oriented Design methodologies. Understanding of cloud technologies such as Azure or AWS, systems and infrastructure architecture, and knowledge of security best practices and regulations. Preferred / Good-to-Have Skills Platform experience with leading collaboration technologies and relevant certifications, including one or more of: NICE inContact, Genesys PureCloud/Engage Cloud, Cisco Contact Center Enterprise, Avaya Contact Center. Experience with telecommunications providers, SIP trunking, and complex voice routing and regulations. Understanding of Agile development methodology, SDLC, and DevOps experience for improved automation and operations. Additional language: Mandarin/Cantonese would be advantageous. Experience Required 3+ years of experience in a Technical/Service role in software, telecommunications, or contact center, including implementation experience in a cloud computing or telephony environment (or 3–5 years of experience in contact center operations, technology, or process management). Minimum of 1 year of experience working in NICE CXOne Studio. Education Bachelor's degree or equivalent work experience recommended. Pay: RM8,000.00 - RM12,000.00 per month Application Question(s): How many years of experience do you have working with Nice CXOne Studio? Which area is your experience stronger in — DFO (digital channels) or IVR/ACD (call flows/telephony)? Do you have working knowledge of RESTful/SOAP APIs and cloud platforms (Azure/AWS)? (Yes/No) Have you worked with contact center platforms such as Genesys, Cisco, Avaya, or inContact? (Yes/No) Do you speak Mandarin or Cantonese? What is your expected monthly salary (RM)? What is your notice period? Work Location: In person
Наблюдалась 2026-09-21, впервые 2026-09-18, источник — Indeed.