Assistant Business Analyst

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 · University graduate or above in Computer Science, Information Systems or equivalent; · 1-2 years of related 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 .