Job Description

The Business Analyst, Solution Development & Innovation is responsible for supporting the analysis, design, and implementation of omni-channel and AI-driven customer experience solutions

Reporting to the Senior Business Analyst, Solution Development & Innovation, this role supports solution design, requirement analysis, development, and innovation initiatives to ensure alignment with client needs and business objectives. The position works closely with the Senior Business Analyst and cross-functional teams to translate business requirements into scalable and effective technology solutions.

This role contributes to omni-channel solution development, supports emerging technology adoption, and facilitates collaboration across teams within agile delivery frameworks.

Key Responsibilities

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.
• 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.

Qualifications & Requirements

Education & Experience

• 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

Technical Competencies

• 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