Kerja Sepenuh Masa, Solution Engineer DFO - CX One di Pride Global Federal Territory - Maukerja

Solution Engineer DFO - CX One

• Location : Kuala Lumpur
• Salary : Max RM13,000
• Employment Type: Full-time Employment
• Open for : Local/PR/RPT

About the Role

We are seeking an experienced NICE CXone DFO (Digital First Omnichannel) Solution Engineer to join a growing global engineering team within a leading international insurance organisation.

The successful candidate will be responsible for the design, development, implementation, configuration, and serviceability of CXone digital channels and contact centre solutions.

This role requires a technically strong and highly collaborative professional with excellent problem-solving skills and a strong engineering mindset. You will be responsible for diagnosing and resolving complex integration, call-flow, and digital-flow issues across enterprise production environments.

The ideal candidate will have strong hands-on experience with NICE CXone Studio and DFO, along with proven experience delivering complex omnichannel contact centre solutions.

Key Responsibilities

Architecture & Engineering

• Design, configure, and implement NICE CXone DFO and omnichannel contact centre solutions.
• Apply contact centre architecture and engineering principles across platforms such as NICE CXone, Genesys, Cisco, Microsoft, or Avaya.
• Develop and maintain architectural standards, technical documentation, and best practices.
• Ensure solutions are scalable, resilient, secure, and aligned with enterprise standards.

Business Engagement

• Work closely with business stakeholders and end-user service teams to understand requirements and deliver DFO enhancements.
• Translate business needs into effective technical solutions while keeping customer experience and operational productivity at the forefront.
• Identify opportunities for automation and ensure outcomes can be measured effectively.
• Communicate technical concepts clearly to both technical and non-technical stakeholders.

DFO Analysis & Solution Design

• Analyse production issues and implement corrective actions to improve system reliability, redundancy, and recovery.
• Design, develop, configure, and document DFO flows and integrations.
• Apply contact centre best practices to improve service quality and operational efficiency.
• Support architectural standardisation across contact centre environments.
• Troubleshoot complex call-flow, digital-flow, and integration issues.

Automation & Integration

• Develop automation for operational processes, including Move, Add, and Change (MAC) activities across DFO services.
• Configure and optimise NICE CXone DFO services and digital channels.
• Leverage NICE CXone APIs and enterprise integrations to support business requirements.
• Apply Agile, DevOps, and CI/CD practices to accelerate solution delivery and improve operational efficiency.
• Identify opportunities to automate repetitive processes and enhance serviceability.

Additional Responsibilities

• Support business analysis, process improvement, and other technology initiatives as required.
• Contribute to continuous improvement of contact centre platforms, processes, and operational models.

Requirements

• Minimum 3 years of experience in a technical or service role within software, telecommunications, contact centre, or related technology environments.
• Minimum 1 year of hands-on experience with NICE CXone Studio.
• Strong experience with NICE CXone DFO digital channels, including: Chat, SMS, Email, Social, Messaging, Chatbot
• Strong background in NICE CXone implementations, including ACD, IVR, WFM, and integrations with external platforms.
• Experience designing and implementing complex contact centre solutions.
• Strong understanding of RESTful/SOAP APIs and enterprise system integrations.
• Experience integrating NICE CXone with platforms such as Microsoft Dynamics and Amelia.
• Understanding of Object-Oriented Analysis and Object-Oriented Design principles.
• Experience troubleshooting production issues and implementing solutions to improve reliability and recovery.
• Knowledge of Azure or AWS cloud technologies and security best practices.
• Understanding of Agile, SDLC, DevOps, and automation practices.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work independently as well as collaboratively in a matrixed environment.
• Strong stakeholder management and relationship-building capabilities.
• Ability to explain complex technical concepts to non-technical audiences.
• Bachelor's degree or equivalent work experience.

Key Skills

NICE CXone | CXone Studio | DFO | ACD | IVR | WFM | Digital Channels | Contact Centre | API Integration | REST/SOAP | Microsoft Dynamics | Amelia | Azure/AWS | Automation | DevOps | Agile | SDLC