Customer Engagement Lead Engineer at Chubb

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

14 Jun, 26

Salary

0.0

Posted On

16 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact Center Solutions, Architecture Design, NICE CXOne, Cisco, Microsoft, Genesys, Avaya, Conversational AI, LLMs, API Integrations, SIP Trunking, Cloud Technologies, DevOps, SDLC, Executive Presence, Problem Solving

Industry

Insurance

Description

Chubb is seeking an experienced senior customer engagement and contact center solution architect to join our growing global collaboration engineering team. The Customer Engagement Engineer is responsible for development, implementation, and serviceability of Chubb’s contact center and is the expert technical resource for customer engagement transformation projects. The candidate embodies sound engineering principals and is highly collaborative, team leadership, creative, problem solving, and technically curious. This position will drive and manage strategic infrastructure initiatives and oversee engineering resources involved with our transformation projects. This role will also assist in establishing operational support models, self-service tools, process automation, and proactive monitoring required for a scalable and highly available communication service. This is a senior level technical role that requires executive presence and proven attention to detail, processes, and an engineering discipline of complex production enterprise environments. As a member of the broader Enterprise Infrastructure Services team, the candidate will have direct responsibility for diagnosing and resolving complex infrastructure issues and outages. Ideal candidates will possess proficiency in the leading contact center technologies and delivery experience of complex hybrid infrastructures including telecommunications, public & private clouds, and on-premise contact centers. Responsibilities * Architecture & engineering foundation: Understands the concept and execution of architecture and engineering in the development and deployment of NICE CXOne, Cisco, Microsoft, Genesys, and/or Avaya contact center & collaboration platforms. * End user service orientation and business acumen: Initiate and proactively engage projects in response to business requirements and strategic infrastructure projects. Leadership role in program initiatives and comfortable with strategy, budgeting, finance, resourcing, and goal-oriented delivery. * Program leader: Successfully lead large scale transformation programs that include complex integrations of many technology components from Cisco, Avaya, NICE CXOne, inContact, or Genesys. This includes the deployment of new voice, video, SMS, business chat messengers, WhatsApp, and supportive technologies. * Leading engineer role for all global contact center applications; including - cloud providers, internal/external infrastructure, telephone providers, interaction recording, workforce management, reporting, session border controllers, and integrated equipment, devices, and infrastructure. * Solution engineering all customer engagement & contact center infrastructure transformation services for voice & video solutions, designing & configure global routing plans, software lifecycles, and overseeing operational departments processes and inventory. * Next-Generation Conversational AI Technical curiosity and active development and learning how to integrate next-generation AI into self-service, agent assistance, and data analytics tools using conversational AI tools and LLMs (OpenAI, Claude, etc.) * Contribute significantly to product design, documents, solution, development, DevOps, test plans and test execution * Ability to comprehend and implement best practices for contact centers, analyze routine production problems and direct and implement corrective changes to reduce failures and improve redundancy and recovery. * Develop operational processes using efficient technologies & procedures for Move, Adds, and Changes telephony service.

Responsibilities

This senior technical role is responsible for the development, implementation, and serviceability of Chubb’s contact center solutions, acting as the expert technical resource for customer engagement transformation projects. The engineer will drive strategic infrastructure initiatives, oversee engineering resources, and establish operational support models including automation and proactive monitoring.