Job Description

Kuala Lumpur Onsite Infrastructure

Key Responsibilities

------------------------

Architecture & Regional Solution Design

Design end-to-end regional voice and contact center architecture across Cisco UC and NICE CXone platforms. Develop HLDs/LLDs, network topology, routing strategy, and multi-country deployment frameworks. Standardize platform configurations, multi-site failover, cross-region redundancy, and telco integration.

Cloud Contact Center (NICE CXone)

Lead CXone architecture including ACD/IVR Studio, Workforce Management & Optimization, and multi-channel engagement. Plan and execute migration from legacy on-prem systems to cloud CX solutions.

Regulatory Compliance & Security

Ensure architecture adheres to insurance and financial services regulations (data residency, privacy, call recording retention). Implement security governance, audit controls, encryption, and data segregation in collaboration with InfoSec & Risk teams.

Integration & Technology Governance

Integrate Cisco Voice and CXone with CRM, policy/claims systems, authentication platforms, and analytics engines. Define integration frameworks (API, SIP, SBC) and conduct architecture reviews for regional standardization.

Technical Leadership & Regional Deployment

Serve as technical lead for regional rollouts across multiple Asia markets. Conduct workshops with country IT teams, business units, and vendors. Guide delivery teams through migration, testing, go-live, and BAU transition.

Incident Management & Optimization

Lead root cause analysis (RCA) for critical incidents and recommend architectural improvements. Track performance metrics and define a long-term roadmap for voice/CX modernization, AI, and automation.

Skills/Experience:

----------------------

Technical Skills

10-15 years of experience in Cisco UC/Voice technologies (CUCM, Unity, IM&P, CUBE/SBC, SIP trunking, UCCX/UCCE). Hands-on experience with NICE CXone end-to-end architecture. Knowledge of voice routing, SIP/RTP signaling, network QoS, HA/DR topology, WFM, call recording, and analytics. Experience in multi-country, multi-site UC/CC rollouts, preferably in Insurance/FSI.

Domain Knowledge

Understanding of insurance contact center operations (claims, underwriting, hotline, agent support). Familiarity with FSI regulations (PDPA, MAS/HKMA/BNM guidelines) and cloud migration strategies.

Architecture & Leadership Skills

Strong capability in HLD/LLD creation, migration, cutover planning, testing, and troubleshooting. Proven ability to lead workshops with IT and business stakeholders.

Soft Skills

Executive-level communication and documentation skills. Leadership, mentoring, and strong problem-solving mindset. Ability to take ownership and drive complex regional projects.

Preferred Certifications

Cisco CCNP/CCIE Collaboration. NICE CXone (ACD/IVR/WFM) certification. ITIL or TOGAF is an advantage.

Education

* Degree in Computer Science, IT, Engineering, or related field.