1. Huawei AICC Platform L2 Support & Operations (Core):

· Own investigation, diagnosis, and resolution of complex technical issues (Huawei AICC core components: CTI, IVR, ACD, Reporting, AI Engines; Intelligent Agent Workspace; Intelligent QA).

· Perform deep-rooted cause analysis, performance troubleshooting, log analysis, and implement solutions/workarounds.

· Manage platform/systems monitoring, maintenance, upgrades (patches/versions), backup/recovery, and performance tuning.

· Lead/support Root Cause Analysis (RCA) for major incidents and drive preventive actions.

2. Team Leadership & Mentoring:

· Lead and mentor junior engineers responsible for daily L1/L2 support of the Intelligent Agent Workspace.

· Provide technical guidance, knowledge transfer, and training to enhance team capabilities.

· Assist in task allocation and ensure timely resolution of workspace-related issues.

3. China Team Collaboration & Communication (Critical):

· Act as the primary technical liaison in Malaysia for China HQ operations, R&D, and delivery teams.

· Facilitate clear, efficient communication of client issues, requirements, and system status to China teams; coordinate resources for deep dives or fixes.

· Implement technical solutions, changes, and best practices from China HQ consistently onsite.

· Participate actively in cross-regional meetings (stand-ups, incident reviews, technical syncs).

4. Client Communication & Relationship Management:

· Interface professionally with clients on technical issues, solutions, and system performance.

· Manage client expectations and build/maintain strong technical trust.

5. Documentation & Knowledge Management:

· Develop and maintain local runbooks, troubleshooting guides, and configuration records.

· Contribute to knowledge bases by documenting solutions and operational insights.

6. Future Business Support:

· Ensure stability for current Malaysia projects while being prepared to support future local and regional (APAC) business expansions.

Qualifications:

1. Essential Skills & Experience:

· Bachelor's degree in Computer Science, IT, Telecommunications, or related field.

· 3+ years in operations for contact center platforms or complex enterprise systems.

· Deep hands-on experience with Huawei AICC platform or similar large-scale CC platforms (e.g., Genesys, Avaya, Cisco CC, Alibaba Cloud CC) – including operations, troubleshooting, and optimization. (Huawei AICC experience is a major plus).

· Strong Linux/Unix administration and scripting skills (Shell, Python).

· Solid networking fundamentals (TCP/IP, DNS, VPN, Firewalls) and troubleshooting.

· Experience with databases (MySQL, PostgreSQL, Oracle) for basic ops and monitoring.

· Proficiency with monitoring/observability tools (APM, ELK, Splunk, etc.).

· Excellent problem-solving, systematic thinking, and ability to handle P1/P2 incidents under pressure.

· Fluent professional English AND Mandarin (spoken and written). Mandarin proficiency is mandatory for effective collaboration with China teams.

· Strong teamwork and customer service orientation.

2. Preferred Qualifications:

· Proven hands-on experience with Huawei AICC platform operations.

· Experience supporting Intelligent Agent, Intelligent QA, ASR, or NLP solutions in contact centers.

· Cloud platform operations experience (Huawei Cloud, Alibaba Cloud, AWS, Azure, GCP).

· Containerization (Docker, Kubernetes) and microservices architecture operations.

· Experience leading or mentoring junior engineers.

· Relevant certifications (e.g.