Senior Unified Communications Consultant

A leading global technology provider is excited to hire a Senior Unified Communications Consultant in Malaysia to lead enterprise contact center solutions across the region. This hybrid position offers you the opportunity to become the technical authority for industry-leading platforms such as Genesys Cloud CX, Genesys Engage or NICE CXone. Expect a collaborative team that values technical excellence, knowledge-sharing and flexible hybrid working arrangements.

What you'll do:

As a Senior Unified Communications Consultant you will be entrusted to:

• Lead interactive discovery workshops with clients to understand their business processes, customer journeys, service volumes, SLAs, and operational constraints in detail.
• Translate complex requirements into clear solution scopes, architectural options, and practical delivery approaches that align with client objectives.
• Design and present compelling proof-of-concept demonstrations including call flows, routing logic, and omnichannel scenarios
• Support responses to RFPs/RFIs by providing accurate effort estimations and contributing to high-level project planning documentation.
• Take full ownership of high-level and low-level design documents (HLD/LLD), solution diagrams, integration blueprints, and implementation runbooks for each engagement.
• Architect key contact centre components such as ACD strategies, IVR/call flow designs, omnichannel integrations (voice/email/chat/messaging), recording solutions, quality management frameworks, and compliance models.
• Define robust resiliency plans including monitoring strategies and operational support models to ensure ongoing service stability.
• Perform or oversee configuration/build activities for Genesys or NICE environments including tenant setup, user roles/permissions, queues, flows, routing logic, and reporting structures.
• Integrate contact centre platforms with enterprise systems like CRM tools (Salesforce/Microsoft Dynamics/ServiceNow/custom CRMs), ticketing systems, identity providers (SSO), directories, and APIs.
• Manage all aspects of implementation including SIT/UAT support, cutover planning/execution with rollback strategies as needed, hypercare support post go-live, troubleshooting complex issues across application/telephony/integration layers, root cause analysis (RCA), and preventive action planning.

What you bring:

Your background as a Senior Unified Communications Consultant demonstrates deep expertise with:

• At least six years’ experience in contact centre engineering, CCaaS solutioning or technical consulting within large-scale enterprise environments.
• Extensive hands-on expertise with either Genesys Cloud CX/Engage or NICE CXone platforms including routing/flow configuration, administration tasks, and direct involvement in delivery projects.
• Solid understanding of telephony fundamentals such as SIP/RTP protocols, trunking concepts, voice quality metrics, call routing mechanisms, and basic recording principles.
• Proven track record producing comprehensive HLD/LLD documentation as well as customer-facing technical materials that facilitate clear communication between stakeholders.
• Demonstrated ability to lead external presentations/workshops articulating trade-offs/constraints in a manner accessible to both technical/non-technical participants.
• Experience integrating contact centre platforms with third-party systems like Salesforce/Microsoft Dynamics/ServiceNow/custom CRMs plus SSO via SAML/OIDC protocols is highly advantageous.

What sets this company apart:

This organisation offers an inclusive, collaborative culture with strong mentorship and supportive leadership. Flexible working arrangements and generous training enable continuous development, while regional-scale projects provide hands-on exposure to modern network technologies. You'll grow alongside dependable teammates in a high-trust environment that supports both performance and wellbeing.

What's next:

If you are ready to advance your career in network consulting while contributing meaningfully to high-impact UC projects across the region, this opportunity could be perfect for you.

Apply today by clicking on the link below-take the next step towards joining a collaborative team where your growth is supported every day.

Robert Walters SEA is acting as an Employment Business in relation to this vacancy.