CX Automation & Project Coordinator

Ovii's Interpretation of the Role

The CX Automation & Project Coordinator drives end‑to‑end automation initiatives across the client journey, turning roadmap ideas into operational workflows. The role partners with CX, technical, and vendor teams to deliver measurable efficiency gains while ensuring governance and regulatory compliance.

Role Snapshot

• Automation roadmap ownership
• Project coordination across CX
• Stakeholder liaison
• UAT and testing lead
• Process optimisation
• Metrics tracking (adoption, ROI, deflection)
• Platform uptime stewardship

Must-Have Requirements

• Hands‑on experience with DevRev (essential)
• Strong experience gathering business requirements and writing functional specifications
• Experience planning, coordinating, and executing UAT
• Automation project management
• Customer experience operations
• Must have appropriate rights and documentation for employment in Malaysia

Nice-to-Have Signals

• Experience with Salesforce, ServiceNow, or Zendesk
• Exposure to AI‑powered automation, LLMs, SQL, Databricks, Agile methodologies
• Experience within FX, CFD, brokerage, or regulated financial services
• Financial services industry
• AI automation exposure
• FX
• CFD
• brokerage
• regulated financial services

Work Setup

• Location: Malaysia, Malaysia
• Work mode: ONSITE
• Employment type: Full-Time

Eligibility Gates

• Work authorization: Must have appropriate rights and documentation for employment in Malaysia
• Visa sponsorship: no

Application Requirements

• Assessment mentioned

Not Specified in JD

• Salary range
• Visa sponsorship
• Remote eligibility
• Education requirement
• Certifications
• Travel
• Shift
• Security clearance

What You'll Likely Work On

• Maintain and prioritize the CX automation roadmap and backlog, reporting status to CX leadership.
• Gather business requirements and author clear, build‑ready specifications for each automation flow.
• Coordinate UAT, manage feedback loops, and drive releases of new automations.
• Partner with system administrators and vendors to design, test, and deploy CRM/workflow solutions (e.g., Salesforce, ServiceNow, Zendesk).
• Own the uptime, usability, and responsiveness of CX‑critical platforms such as DevRev, addressing outages and escalations.
• Track and report ROI, adoption, and deflection metrics for each automation, ensuring the 95% deflection target is met.
• Govern each automation flow with documented ownership, runbooks, and monitoring before cut‑over.

Good Fit If You Have

• Hands‑on experience with automation tools and workflow platforms.
• Strong communication and stakeholder‑management abilities.
• Analytical problem‑solving with a focus on root‑cause remediation.
• Ability to juggle multiple priorities in a fast‑paced environment.