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We are now ONE! #CelcomDigi                                                                                                                                                                                                                                                                  Celcom and Digi have merged with the aim to create Malaysia’s most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.

CX Tech & Solutions Specialist

Date:  8 Jan 2026
Custom Field 2:  14496
Employment Type:  Contract
City:  CelcomDigi Tower, Petaling Jay
Description: 

Job Description

Join our Customer Experience (CX) Transformation pillar and be a key player in reimagining how we interact with our customers. We're passionate about crafting seamless and enjoyable experiences across all touchpoints, using data-driven insights and innovative approaches to optimize every interaction. In this role, you'll have a direct impact on shaping the future of customer experience at CelcomDigi, ensuring we deliver exceptional service at every Moment of Truth.

 

Role Overview: As the Specialist – CX Tech & Solutions, you will play a key role in executing and operationalizing customer experience (CX) technology initiatives and automation solutions that drive measurable improvements in service quality, efficiency, and customer satisfaction. You’ll work closely with the Head of CX Tech & Solutions or Senior Specialist and collaborate across teams — including IT, BPO, Channels, and Segments, responsible for translating business requirements into executable technical solutions and ensuring the timely and effective implementation of CX technology across the organization.

Responsibilities

  • Lead end-to-end execution of CX technology projects, from planning and design to deployment and post-launch optimization, ensuring delivery aligns with strategic goals.
  • Implement automation solutions to improve service efficiency, reduce costs, and enhance customer experience across key CX touchpoints.
  • Translate business needs into technical solutions, collaborating with IT and cross-functional teams to ensure feasibility, scalability, and alignment
  • Manage integration and rollout of the CX Tech Stack, ensuring tools like CRM, chatbots, and workflows are effectively configured and adopted.
  • Coordinate testing, training, and change management, including UAT and documentation, to support smooth implementation and adoption.
  • Monitor solution performance and drive continuous improvement, using data insights to optimize systems and support innovation initiatives.

 

Requirements

  • Bachelor's degree in a relevant field (e.g., Technology, Engineering).
  • 3–6 years of experience in CX delivery, digital transformation, or service operations
  • Hands-on experience with automation tools, customer journey platforms, and CX technologies
  • Proven track record in delivering complex, cross-functional projects on time and within scope
  • Strong communication and coordination skills with the ability to manage diverse stakeholders
  • Execution-driven, with a proactive mindset and focus on continuous improvement
  • Familiar with CX platforms such as CRM, chatbots, ticketing/workflow systems, and UAT/KPI tracking

 

If you're passionate about creating exceptional customer experiences and thrive in a collaborative and innovative environment, we encourage you to apply. Join our team and help us redefine the future of Customer Experience (CX) Transformation at CelcomDigi!
Business Unit:  CUSTOMER EXPERIENCE

Job Description

Join our Customer Experience (CX) Transformation pillar and be a key player in reimagining how we interact with our customers. We're passionate about crafting seamless and enjoyable experiences across all touchpoints, using data-driven insights and innovative approaches to optimize every interaction. In this role, you'll have a direct impact on shaping the future of customer experience at CelcomDigi, ensuring we deliver exceptional service at every Moment of Truth.

 

Role Overview: As the Specialist – CX Tech & Solutions, you will play a key role in executing and operationalizing customer experience (CX) technology initiatives and automation solutions that drive measurable improvements in service quality, efficiency, and customer satisfaction. You’ll work closely with the Head of CX Tech & Solutions or Senior Specialist and collaborate across teams — including IT, BPO, Channels, and Segments, responsible for translating business requirements into executable technical solutions and ensuring the timely and effective implementation of CX technology across the organization.

Responsibilities

  • Lead end-to-end execution of CX technology projects, from planning and design to deployment and post-launch optimization, ensuring delivery aligns with strategic goals.
  • Implement automation solutions to improve service efficiency, reduce costs, and enhance customer experience across key CX touchpoints.
  • Translate business needs into technical solutions, collaborating with IT and cross-functional teams to ensure feasibility, scalability, and alignment
  • Manage integration and rollout of the CX Tech Stack, ensuring tools like CRM, chatbots, and workflows are effectively configured and adopted.
  • Coordinate testing, training, and change management, including UAT and documentation, to support smooth implementation and adoption.
  • Monitor solution performance and drive continuous improvement, using data insights to optimize systems and support innovation initiatives.

 

Requirements

  • Bachelor's degree in a relevant field (e.g., Technology, Engineering).
  • 3–6 years of experience in CX delivery, digital transformation, or service operations
  • Hands-on experience with automation tools, customer journey platforms, and CX technologies
  • Proven track record in delivering complex, cross-functional projects on time and within scope
  • Strong communication and coordination skills with the ability to manage diverse stakeholders
  • Execution-driven, with a proactive mindset and focus on continuous improvement
  • Familiar with CX platforms such as CRM, chatbots, ticketing/workflow systems, and UAT/KPI tracking

 

If you're passionate about creating exceptional customer experiences and thrive in a collaborative and innovative environment, we encourage you to apply. Join our team and help us redefine the future of Customer Experience (CX) Transformation at CelcomDigi!

Next Steps

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.

At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team. 

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards. 

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair. 


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