The Role
As a Technology and Tools Specialist, manage system enhancements and third-party integrations, facilitating communication between teams and ensuring effective deployment of tools to improve customer experience.
Summary Generated by Built In
Who We Are
At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and over time becoming among the largest platforms in the world. In recent years, we have developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore and Turkey, with plans to launch in the US, Belgium and the UAE.
We are deeply committed to shaping a fairer, more transparent and accessible society through blockchain technology. This is why we publish proof of reserves monthly, and continue to ship new innovative security features.
About the Team
Why Join Us?This team is part of the Global Business Service (GBS) Centre, home to specialized teams of operations experts, many with years of first-hand experience across a wide range of industries and sectors. This team supports customers globally through different channels such as live chat, emails, tickets, social media, and many more. We work closely with all our key stakeholders, such as Marketing, Finance, and Payment Operations, to successfully launch various global products while understanding the associated risks and management strategies for business growth.
About the OpportunityAs a Technology and Tools Specialist, you will be part of the Bot and Technology team within the GBS organization and responsible for tools & technologies development, management, and 3rd party integrations. You will also work with all levels of stakeholders internally and externally to improve our usage of existing in accordance with company goals.
The successful candidate will have strong experience in managing applications, including day-to-day configuration, feature customization/development, reporting, third-party integration, workflow and trigger setup, monitoring, as well as troubleshooting for internal users. This is a great fit if you are passionate about technology and Customer Experience (CX) to systematically solve complex problems.
Key Responsibilities: What You'll be Doing:- Involvement across the planning, execution, and delivery of system enhancements, upgrades, and new tool deployments across contact center, workforce, quality, and learning platforms.
- Partner with stakeholders to understand and translate business needs into detailed system requirements and configurations, ensuring optimal alignment with operational goals.
- Manage change requests and identify opportunities to streamline processes, leveraging both existing systems and new technologies to improve performance and user experience.
- Serve as the key liaison between CS, IT, vendors, and other cross-functional teams to ensure clear communication, timely updates, and alignment on solution strategy.
- Involvement in testing lifecycle (SIT/UAT), coordinate integrations and go-lives, and ensure smooth rollouts with minimal business disruption.
- Maintain up-to-date documentation, follow industry best practices, and support governance around system development lifecycle (SDLC) and IT processes.
- Provide guidance and hands-on support across tools and platforms, from configuration and setup to troubleshooting and enhancements.
- 3 to 5 years of experience in system administration or business analysis, preferably in customer service technologies such as service desk, contact center, workforce management, quality management and learning management software.
- Strong knowledge & experience in select business processes and in relevant technologies and concepts
- Fast learner and independent thinker
- Comfortable in a rapid changing environment and in a fast-paced environment
- Team player and customer-centric mindset
- Detail-oriented and understand the fundamentals of project management
- Thrive in situations where you can think critically, anticipate issues before they arise and proactively suggest big-picture solutions
- Support a culture of continuous improvement to continually raise the bar of execution
- Competitive remuneration package (Basic Salary + Annual Bonus).
- Meal Allowance up to RM 500/month
- Monthly Team Building
- RM 3,500 Benefits per annum (Training & Wellness)
- Convenient workplace (5 minutes walk from MRT TRX).
- Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
- Employee engagement, recognition and appreciation program.
- Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.
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Top Skills
Contact Center
Learning Management Software
Quality Management
Service Desk
Workforce Management
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The Company
What We Do
Founded in 2017, OKX is one of the world’s leading cryptocurrency spot and derivatives exchanges. OKX innovatively adopted blockchain technology to reshape the financial ecosystem by offering some of the most diverse and sophisticated products, solutions, and trading tools on the market. Trusted by more than 20 million users in over 180 regions globally, OKX strives to provide an engaging platform that empowers every individual to explore the world of crypto.
In addition to its world-class DeFi exchange, OKX serves its users with OKX Insights, a research arm that is at the cutting edge of the latest trends in the cryptocurrency industry. With its extensive range of crypto products and services, and unwavering commitment to innovation, OKX’s vision is a world of financial access backed by blockchain and the power of decentralized finance.
