Reporting to the Technical Services and Delivery Director, Operation in Kuala Lumpur, Malaysia, this role is responsible for developing an intelligent contact center for the client.
The team is currently implementing contact center projects for clients in Malaysia using the Huawei AICC (Artificial Intelligence Contact Center) platform, which is integrated with Intelligent Agent Workspace and Intelligent Quality Assurance systems. The aim is to create AI-driven customer service solutions that emphasize localized support and global collaboration.

Position Overview:
We are looking for a skilled Senior Operations Engineer to join our team in Malaysia. This role acts as the main technical contact at client sites, providing L2 support for the Huawei AICC platform and related systems, and resolving complex issues to maintain system performance. You will also mentor junior engineers, bridge communication between local clients, our Malaysia operations, and China HQ, and play a key part in ensuring project stability and supporting future growth in Malaysia and the APAC region.

Key Responsibilities:

• Huawei AICC Platform L2 Support & Operations (Core):
  • Investigate and resolve technical issues with core Huawei AICC components (CTI, IVR, ACD, Reporting, AI Engines, Intelligent Agent Workspace, Intelligent QA). Tasks include troubleshooting, log analysis, solutions implementation, system maintenance, upgrades, backups, and performance tuning. Lead or support RCAs and implement preventive actions.
• Team Leadership & Mentoring:
  • Supervise and mentor junior engineers on daily L1/L2 support, provide technical guidance, training, and oversee workspace issue resolution.
• China Team Collaboration & Communication (Critical):
  • Act as Malaysia's primary technical liaison to China HQ teams, ensuring effective communication of client needs and technical changes. Coordinate resources, implement HQ best practices locally, and join cross-regional meetings.
• Client Communication & Relationship Management:
  • Address technical queries, maintain client relationships, and manage expectations regarding system performance.
• Documentation & Knowledge Management:
  • Update runbooks, troubleshooting guides, and configuration documents; contribute solutions to the knowledge base.
• Future Business Support:
  • Support current Malaysia projects and stay ready for future APAC business expansion.

Qualifications:

• Essential Skills & Experience:

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, or a related discipline.
• Minimum of three years’ experience managing operations for contact centers or large-scale enterprise systems.
• Extensive practical expertise with Huawei AICC or equivalent platforms (such as Genesys, Avaya, Cisco CC, Alibaba Cloud CC) in operations, troubleshooting, and optimization, with a preference for Huawei AICC experience.
• Advanced proficiency in Linux/Unix administration and scripting (Shell, Python).
• Thorough understanding of networking fundamentals (TCP/IP, DNS, VPN, Firewalls) and robust troubleshooting capabilities.
• Experience conducting basic operations and monitoring using MySQL, PostgreSQL, or Oracle databases.
• Competency in employing monitoring tools (APM, ELK, Splunk, etc.).
• Exceptional problem-solving skills and an ability to effectively manage P1/P2 incidents within high-pressure environments.
• Professional fluency in both English and Mandarin, with Mandarin language skills essential for collaboration with the China team.
• Strong team orientation and outstanding customer service aptitude.

• Preferred Qualifications:

• Direct operational experience with Huawei AICC.
• Background supporting Intelligent Agent, QA, ASR, or NLP solutions tailored for contact center environments.
• Expertise in cloud operations on platforms such as Huawei Cloud, Alibaba Cloud, AWS, Azure, or GCP.
• Familiarity with containerization technologies (Docker, Kubernetes) and microservices architectures.
• Proven experience mentoring junior engineers.
• Possession of relevant industry certifications (including Huawei HCIP/HCIE-UC/Cloud, AWS/Azure/GCP, ITIL).
• Solid knowledge of ITIL frameworks.