Job Description

JobSummary

Ready to shape how companies talk to customers across every channel? By working with us at CX One Sdn Bhd, you will join a Malaysian software team that builds contact centre solutions to simplify routing, IVR and analytics for mid-market and enterprise clients. We focus on practical customer experience outcomes that reduce friction and improve measurable service levels.

As a Technical Pre-Sales Consultant you will build scalable demo environments, configure IVR flows and routing logic, and author reusable scripts and POCs that show business outcomes. You will work closely with sales, product and engineering to turn customer requirements into runnable pilots and clear technical proposals. Your work will shorten sales cycles, improve proposal accuracy, and ensure smooth handovers to delivery teams.

This is a hands-on role combining scripting, integration validation with CRM, CTI and WFM systems, and concise architecture documentation. You will represent our technical stance in customer meetings and own responses to technical RFP and RFI sections. Occasional travel to customer sites and industry events will help you validate use cases and capture market insight.

Why Join Us

• Build a portfolio of POCs and demo assets you can reuse across deals, which speeds up proposal delivery and raises technical confidence. These assets become concrete examples you can point to in future interviews and promotions.
• Sharpen your architecture and integration skills on platforms like Genesys, Talkdesk, Avaya and Amazon Connect while working in real customer environments. Gain hands-on exposure to scripting in JavaScript or Python and to integrating CTI, CRM and WFM systems.
• Expand your network by presenting at customer workshops and industry events. Work side-by-side with sales leaders and engineers to craft technical win stories that influence buying decisions.
• Accelerate your path toward senior solutions engineering or product roles by owning measurable demo success metrics. Document technical wins and case studies that highlight your impact on deals and deployments.
• Gain visibility with product and engineering teams by feeding back field insights that influence roadmap priorities. Learn how product decisions are made and how to translate customer requests into deliverable scope.

Job Requirements

Responsibilities

Pre-Sales Engagement

• Work with sales to map customer pain points to practical contact centre solutions and define success criteria for each opportunity.
• Plan and deliver clear, business-focused product demonstrations and proof of concepts that show outcomes, not just features.
• Own technical responses in RFPs and RFIs, producing concise solution summaries that align with customer requirements.
• Represent our technical stance in customer meetings, answering questions with confidence and technical accuracy.

Solution Configuration & Documentation

• Configure and customise scripts, IVR flows, and routing logic in demo and pilot environments to mirror customer use cases.
• Create and maintain architecture diagrams, technical proposals, and configuration documents for handover to delivery teams.
• Build and curate reusable demo environments, sample scripts, and use-case libraries to speed up future engagements.
• Validate integrations with CRM, CTI, WFM, and analytics components during pilots to ensure end-to-end feasibility.

Cross-Team Collaboration & Enablement

• Relay field feedback and technical requirements to Product and Engineering to shape roadmaps and product fixes.
• Support post-sales handover by documenting the agreed technical scope and configuration items clearly.
• Coach sales colleagues on solution capabilities and typical deployment considerations to improve win rates.
• Occasionally travel to customer sites or attend industry events to present solutions and gather market insight.

Requirements

Qualifications & Experience

• Proven experience in technical pre-sales, solutions consulting, or solutions engineering within contact centre, CX, or telecommunications.
• Bachelor's degree in IT, Computer Science, Engineering, or equivalent practical experience.
• Track record delivering demos, pilots or POCs and contributing to successful deal outcomes in a target-driven environment.
• Prior exposure to quota-carrying pre-sales roles is an advantage but not mandatory if you can show strong deal impact.

Hard Skills & Knowledge

• Strong understanding of contact centre concepts such as ACD, IVR, omnichannel routing, CTI, WFM, and CRM integrations.
• Hands-on experience configuring or scripting in contact centre platforms like Genesys, Talkdesk, Avaya, Amazon Connect, or similar systems.
• Practical scripting or programming exposure in JavaScript, Python, or platform-specific scripting languages to modify flows and automations.
• Ability to produce architecture diagrams, technical proposals, and clear RFP/RFI responses that non-technical stakeholders can follow.

Soft Skills & Qualities

• Excellent presentation and public speaking skills with the ability to make demos relevant and engaging for business audiences.
• Consultative mindset and curiosity; you ask the right questions to uncover real customer needs and shape practical solutions.
• Strong written and verbal communication, with good attention to detail when documenting technical scope for handover.
• Organised self-starter who can manage multiple deals and demo requests while working closely with sales and engineering teams.

Skills