Assistant Business Analyst

Key Responsibilities

1. Solution Strategy & Innovation

·         Support the development of comprehensive omni-channel solutionthat 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.

·         Ensure robust governance, documentation, and scalability across all developed solutions.

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.

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Qualifications & Requirements

·         University graduate or above in Computer Science, Information Systems or equivalent;

·         2+ years of related experience

·         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).

·         Familiarity with omni-channel orchestration and journey management frameworks, including:

·         Context awareness and seamless handoffs between channels.

·         Intelligent routing, prioritization, and real-time interaction management.

·         Integration of CRMs, knowledge bases, and automation tools.

·         Designing customer journey workflows, self-service flows, and escalation paths.

·         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).

·         Understanding of Agile methodologies, DevOps, and continuous delivery principles.

Behavioral Competencies

·         Strong communication and influencing skills to engage business, technical, and client stakeholders.

·         Ability to work collaboratively in cross-functional teams.

·         Self-motivated, proactive, and eager to learn new technologies.

·         Customer-centric mindset with a passion for experience design and outcome-driven transformation.