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Project Coordinator Contact Center

3 weeks ago

Petaling Jaya, Selangor, Malaysia CX One Sdn Bhd Full time

Contact Center Solutions Expertise

CX One Sdn Bhd is looking for a skilled Business Analyst to join our team in supporting the delivery of contact center system integration projects. As a Business Analyst, you will work closely with clients, solution architects, project managers, and technical teams to gather and analyze business requirements, define system functionalities, and ensure the successful deployment of customer engagement solutions such as IVR, CTI, CRM, and omnichannel platforms.

Responsibilities Include:

  • Collaborating with clients and internal stakeholders to gather, analyze, and document business and technical requirements.
  • Translating business needs into functional specifications, process flows, user stories, and wireframes.
  • Participating in workshops, requirement review sessions, and solution design discussions.
  • Supporting the design and implementation of Contact Center solutions (e.g., Genesys, Talkdesk, Cisco, Avaya, etc.).
  • Defining integration requirements between contact center platforms and third-party systems such as CRM, ticketing tools, knowledge bases, and chatbots.
  • Assisting in creating test plans and supporting User Acceptance Testing (UAT) to ensure delivered solutions meet business expectations.
  • Tracking and managing changes in project scope, business requirements, and solution features.
  • Documenting SOPs, configuration guides, and training materials as needed.
  • Serving as a liaison between business stakeholders and technical teams to ensure alignment throughout the project lifecycle.

Requirements:

  • Bachelor's degree in Computer Science, Information Systems, Telecommunication Engineering, or related field.
  • Minimum 3 years of experience as a Business Analyst in an IT or system integration environment.
  • Experience in contact center solutions (e.g., Genesys, Cisco, Avaya, Talkdesk) is highly desirable.
  • Strong understanding of contact center technologies: IVR, CTI, ACD, CRM, chat/messaging, reporting, and call recording.
  • Experience documenting APIs, data flow diagrams, and system integration points.
  • Proficiency in business analysis tools (e.g., JIRA, Confluence, Visio, Lucidchart).
  • Strong analytical and problem-solving skills with excellent attention to detail.
  • Excellent communication and stakeholder management skills.
  • Fluent in both English and Bahasa Malaysia.