Senior Customer Solutions Analyst

Working Location: Hung Hom, Kowloon

Employment Duration: 24 months / permanent

We are seeking a customer-focused professional to support digital transformation initiatives within Customer Operations through the design and delivery of AI-powered solutions that enhance operational efficiency and business performance.

Working closely with business and technology stakeholders, the appointee will develop solutions using Azure Databricks, Microsoft Power Platform and other AI technologies, while supporting process improvement and enterprise AI adoption.

Major Duties

• Drive the end-to-end delivery of AI and intelligent automation solutions, from design and development through testing, UAT, and production release, using Azure Databricks, Microsoft Power Platform, n8n, and related technologies.
• Support business transformation and process improvement by delivering AI-driven solutions such as intelligent chatbots, AI-powered knowledge management, and AI workflows to improve efficiency, decision-making, and customer experience.
• Build and maintain AI workflows, prompt orchestration, automation scripts, and reusable components aligned with security and governance standards.
• Integrate AI models with enterprise systems to deliver scalable intelligent solutions.
• Partner with business users, analysts, and IT stakeholders to identify and implement AI and intelligent automation opportunities that improve customer outcomes.
• Provide operational support, including monitoring, troubleshooting, root-cause analysis, and continuous enhancements.
• Deliver assignments on time within agreed scope, budget, and quality standards.
• Contribute to strengthening the team's AI capabilities, governance, development standards, and reusable assets.

Requirements

• A recognized university degree in Artificial Intelligence, Computer Science, Information Systems, Data Science, or a related discipline, with at least 3 years of relevant experience in AI, automation, or digital solution delivery.

• Experience or strong exposure to AI solution development and implementation, such as:

  • Generative AI and machine learning applications
  • Azure Databricks or equivalent AI platforms
  • Prompt engineering, Retrieval-Augmented Generation (RAG), API integration, and AI workflow orchestration

• Certifications and hands-on experience in Microsoft Power Platform, AI, Machine Learning, or related technologies are highly preferred.

• Solid experience in process analysis, solution design, requirements gathering, testing, and defect management, with the ability to work independently on complex tasks.

• Strong analytical, problem-solving, organizational, and communication skills, with the ability to engage both technical and business stakeholders.

• Knowledge of enterprise systems such as Oracle ERP / Fusion Cloud is an advantage.

• Passionate about AI and emerging technologies, with a collaborative mindset and the ability to work effectively in a fast-paced environment.

• Good command of written and spoken English and Chinese (Cantonese and Mandarin).

• Candidates with less experience, including fresh graduates with a relevant degree, may be considered for a post at a lower grade.