TNG Digital Hiring! Full Time Senior Specialist, CX Platforms - Change Enablement (BPI) in Federal Territory - Ricebowl

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia’s most used apps for payments and everyday life. Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler. Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

Role Overview

The role supports Business Process Improvements (BPI) by owning and operating key Customer Experience (CX) platforms (Genesys, Zendesk and Chatbot) to ensure platform reliability, access governance, timely incident response and continuous service performance improvements. In addition, the role will actively lead Change Management enablement for Project Fusion (Oracle Fusion ERP), coordinating stakeholder/user inputs, communications tooling and training/adoption readiness in partnership with Deloitte’s Change Management team and internal stakeholders

What You'll Do:

• Administer Genesys user access and manage IVR updates, maintenance and announcement
• Administer Zendesk user access lifecycle and support operational configuration activities as required
• Maintain chatbot operations including knowledge base uploads for new features, form maintenance and enhancements
• Ensure platform reliability by tracking uptime, coordinating incident responses and supporting business continuity actions when required
• Drive service performance improvements through CX initiatives (e.g., ticket reduction, turnaround time and first contact resolution improvements, narrative/knowledge maintenance)
• Maintain governance and audit readiness for platform access changes and configuration updates (documentation, traceability and controls
• Lead and coordinate Project Fusion (Oracle Fusion ERP) Change Management enablement activities with Deloitte CM team)
• Own internal communications enablement for Project Fusion (e.g., project mailbox/channels, collaboration tool feasibility and setup) and support communication plan execution
• Provide and maintain stakeholder and user list inputs, support change impact inputs and readiness activities for Project Fusion (e.g., stakeholder analysis, training readiness, adoption support)
• Partner with Operations, CX, Product/Tech and project stakeholders to align requirements, manage expectations and drive adoption across impacted team

Role Requirements:

• Bachelor’s degree in computer science/information system engineering/business information system
• Minimum 3 years of experience supporting CX operations platforms (contact center, ticketing systems, self-service/chatbot platforms) and user access governance
• Strong stakeholder management skills with ability to coordinate cross-functional inputs and drive timely execution
• Experience supporting change enablement activities (communications, stakeholder coordination, training readiness/adoption support) is an advantage
• Strong documentation discipline and attention to detail; able to maintain audit-ready artefacts and trackers
• Good communication skills and ability to work with internal stakeholders and external vendors/partners
• Proficiency in SQL & Microsoft Office (Word, Excel, PowerPoint); comfortable working with collaboration tools used for project communications
• Experience working in Financial Institutions or within the eWallet or ePayment industry is considered an advantage and will be highly regarded for this role.

What you get:

Work your way

• Flexible working hours

Your wellbeing matters

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long-term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement

What it’s like to work here:

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.