(Junior) Business Analyst

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.

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To Succeed in this Role:

• University graduate or above in Computer Science, Information Systems or equivalent;
• 2+ 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.