Senior IT Executive

Commerce Access Sdn. Bhd. established in 2009 as part of the Commerce Dot Com Group of Companies, embarked on a mission in 2019 to share expertise and assist businesses in surpassing milestones while setting new growth benchmarks. The strategy involves providing the first line of sales and support using a multichannel integration platform to enhance the customer experience for all clients.

This initiative provides integrated customer service while diversifying its business. Through the multichannel integration platform, various talents, best-practice business processes, and cutting-edge technologies are synergized to deliver comprehensive and unified solutions for clients.

KEY RESPONSIBILITIES

Infrastructure & Network Management

• Ensure network, infrastructure, and telecom systems for the contact center are always operational.
• Provide first-level support for contact center technology issues before escalating to vendors.
• Collaborate with the Group Shared Tech Support Team and external vendors to manage system setup, troubleshooting, and infrastructure maintenance.

System Implementation & Administration

• Oversee new system implementations, working closely with vendors through development, testing, and go-live phases.
• Bridge communication between users and vendors, ensuring business and integration requirements are clearly defined.
• Serve as a system administrator, managing IVR configurations, adjusting business hours, and handling system updates.
• Assist in enhancing contact center operations by implementing new reports, dashboards, and process improvements.

Financial & Project Management

• Prepare memos and approvals for contact center technology-related financial expenses.
• Support the Request for Proposal (RFP) process for new contact center technology solutions.

Business Development & Support

• Develop and provide demo materials to support business development initiatives.

Compliance and Auditing

• Participate in both internal and external audit activities within the group.

QUALIFICATIONS

• Minimum Bachelor Degree in Information Technology or related field.
• At least 2 years working experience in IT support, system administration, or infrastructure management, preferably in BPO/contact center environment.
• Strong knowledge of networking (LAN/WAN, VPN, firewalls), infrastructure and telecom systems.
• Ability to troubleshoot, analyze, and resolve IT issues efficiently in a high-pressure environment.
• Familiarity with cybersecurity best practices and data protection regulations.
• Excellent communication and collaboration skills to work effectively with internal and external stakeholders.
• Exceptional discipline and commitment to timely attendance, including a willingness to work odd hours.

WHY JOIN US

• Comprehensive medical benefits for you, your spouse, and children, ensuring your well-being is our top priority.
• Rest easy with our group term life coverage, providing you with security and assurance.
• Stay energized with meal credit that keep you fueled throughout the day.
• An in-house futsal court, badminton court, plus a gym for post-work workouts.
• A variety of fun-filled events and gatherings to unwind.
• Achieve a healthy work-life balance, ensuring you thrive both in and out of the office.

Commerce Access Sdn. Bhd. established in 2009 as part of the Commerce Dot Com Group of Companies, embarked on a mission in 2019 to share expertise and assist businesses in surpassing milestones while setting new growth benchmarks. The strategy involves providing the first line of sales and support using a multichannel integration platform to enhance the customer experience for all clients.

This initiative provides integrated customer service while diversifying its business. Through the multichannel integration platform, various talents, best-practice business processes, and cutting-edge technologies are synergized to deliver comprehensive and unified solutions for clients.

KEY RESPONSIBILITIES

Infrastructure & Network Management

• Ensure network, infrastructure, and telecom systems for the contact center are always operational.
• Provide first-level support for contact center technology issues before escalating to vendors.
• Collaborate with the Group Shared Tech Support Team and external vendors to manage system setup, troubleshooting, and infrastructure maintenance.

System Implementation & Administration

• Oversee new system implementations, working closely with vendors through development, testing, and go-live phases.
• Bridge communication between users and vendors, ensuring business and integration requirements are clearly defined.
• Serve as a system administrator, managing IVR configurations, adjusting business hours, and handling system updates.
• Assist in enhancing contact center operations by implementing new reports, dashboards, and process improvements.

Financial & Project Management

• Prepare memos and approvals for contact center technology-related financial expenses.
• Support the Request for Proposal (RFP) process for new contact center technology solutions.

Business Development & Support

• Develop and provide demo materials to support business development initiatives.

Compliance and Auditing

• Participate in both internal and external audit activities within the group.

QUALIFICATIONS

• Minimum Bachelor Degree in Information Technology or related field.
• At least 2 years working experience in IT support, system administration, or infrastructure management, preferably in BPO/contact center environment.
• Strong knowledge of networking (LAN/WAN, VPN, firewalls), infrastructure and telecom systems.
• Ability to troubleshoot, analyze, and resolve IT issues efficiently in a high-pressure environment.
• Familiarity with cybersecurity best practices and data protection regulations.
• Excellent communication and collaboration skills to work effectively with internal and external stakeholders.
• Exceptional discipline and commitment to timely attendance, including a willingness to work odd hours.

WHY JOIN US

• Comprehensive medical benefits for you, your spouse, and children, ensuring your well-being is our top priority.
• Rest easy with our group term life coverage, providing you with security and assurance.
• Stay energized with meal credit that keep you fueled throughout the day.
• An in-house futsal court, badminton court, plus a gym for post-work workouts.
• A variety of fun-filled events and gatherings to unwind.
• Achieve a healthy work-life balance, ensuring you thrive both in and out of the office.