Job Description

 We are looking for a competitive and trustworthy CX Solutions Consultant to assist us build up our business activities in UC and Contact Center solutions.

The CX Solutions Consultant is responsible for engaging with prospects and customers to design, present, and demonstrate customer experience (CX) and contact center technology solutions that meet business objectives.

 This role works closely with the sales team, solution architects, and project delivery teams to provide technical expertise, business process insight, and consultative guidance throughout the sales cycle.

Job Requirements

Pre-Sales & Solution Design

• Partner with the sales team and vendors to understand customer requirements, business processes, and challenges.
• Design and propose tailored CX and contact center technology solutions (e.g., omnichannel platforms, AI bots, workforce engagement, CRM integrations).
• Conduct discovery workshops, requirement gathering sessions, and solution scoping activities.
• Prepare and deliver compelling product demonstrations and proof-of-concept presentations.
• Support Go-To-Market activities.

Technical & Functional Expertise

• Translate business needs into technical specifications and solution architectures.
• Advise on best practices for customer engagement, service workflows, and digital transformation in contact centers.
• Collaborate with product and engineering teams to ensure solutions meet customer expectations.
• Maintain up-to-date knowledge of industry trends, competitor offerings, and emerging CX technologies.

Customer Engagement

• Build trusted advisor relationships with customer stakeholders.
• Provide consultative insights on optimizing customer interaction channels (voice, chat, social, WhatsApp, email, etc.).
• Participate in customer-facing workshops, RFP/RFI responses, and solution validation sessions.

Collaboration & Handover

• Work closely with project delivery teams to ensure smooth handover of signed-off solutions.
• Support post-sales teams during initial implementation phases to ensure solution integrity.

Required Skills & Qualifications

• Education: Bachelor’s degree in IT, Computer Science, Business, or related field.
• Proficiency in written and spoken English and Bahasa Malaysia is an advantage.
• Experience: 3–5 years in pre-sales, solutions consulting, or technical sales, preferably in the contact center or CX solutions space.
• Strong knowledge of omnichannel contact center platforms (e.g., Genesys, Talkdesk, Avaya, Amazon Connect, Cisco).
• Understanding of AI/automation tools, CRM integrations, and Workforce Engagement Management (WEM) solutions.
• Excellent communication, presentation, and stakeholder management skills.
• Experience in enterprise applications configuration, designing solutions and building business cases. Ability to translate technical concepts into business benefits.
• Self-motivated with a results-driven approach.
• Quick learner, ability to multi-task and work under pressure.

Preferred Certifications (Optional but Advantageous)

• Genesys Cloud CX Certified Professional / Talkdesk Certified Expert
• AWS/Azure cloud certifications related to contact center technologies
• ITIL, COPC, or other CX/process improvement certifications

Skills