Business Analyst (AI)
Your Role:
1. Solution Strategy & Innovation
Support the development of comprehensive omni-channel solution that enhances customer experience through intelligent channel orchestration and personalization.
Assist in the innovation roadmap to integrate AI, automation, and data-driven insights into contact centre ecosystems.
Evaluate and recommend cutting-edge technologies—including conversational AI, analytics, and RPA—that amplify omni-channel engagement capabilities.
2. Omni-channel Orchestration & Experience Design
Support the design of orchestrated customer journeys across voice, chat, email, web, mobile apps, and social channels.
Support the design of solutions that deliver consistent, context-aware, and seamless customer experiences across every touchpoint.
Leverage journey analytics and monitoring tools to measure performance, improve routing strategies, and optimize workflow design.
Collaborate with operations and business teams to ensure channel orchestration aligns with customer expectations and service-level goals.
3. Solution Development & Delivery
Support solution design, configuration, testing, and deployment of omni-channel and AI-powered systems.
Gather, analyze, and document business and functional requirements (e.g. BRD, user stories).
Participate in Agile ceremonies (e.g. sprint planning, backlog grooming).
Coordinate with Operations, IT, and Sales to co-create client-focused business solutions that deliver measurable outcomes.
4. AI & Automation Enablement
Support the adoption and implementation of AI capabilities (e.g., predictive routing, conversational AI, speech analytics, and virtual assistants).
Identify potential automation and optimization use cases using workflow automation, RPA, or low-code platforms.
Collaborate with different teams to measure business impact and ensure responsible AI deployment across customer interaction channels.
Collaborate with different teams to measure business impact and ensure responsible AI deployment across customer interaction channels.
To Succeed in this Role:
University graduate or above in Computer Science, Information Systems or equivalent;
3+ years experience in BPO / CXM environments with hands-on exposure to omni-channel systems and AI integration.
Understanding of omni-channel contact centre platforms (e.g., Genesys Cloud, Avaya, NICE, Amazon Connect, TCCC, or similar).
Experience of AI-powered customer interaction solutions (chatbots, IVR, digital engagement).
Understanding of cloud-based architectures, APIs, microservices, and middleware integration frameworks.
Familiarity with journey analytics, reporting, and customer insight platforms (e.g., Genesys Journey Analytics, Sprinklr, NICE CXone, or equivalent).
Strong communication and influencing skills to engage business, technical, and client stakeholders.
Customer-centric mindset with a passion for experience design and outcome-driven transformation.