Senior Business Analyst

About HKT Teleservices

HKT Teleservices is a leading Business Process Outsourcing (BPO) and Customer Experience Management (CXM) provider, delivering comprehensive omni-channel customer engagement solutions to global clients.

With deep operational expertise and an innovation-driven mindset, we are transforming how customers interact across voice, digital, social, and automated channels , fueled by AI, analytics, and cloud technologies .

We are seeking a Senior Business Analyst, Solution Development & Innovation to champion this transformation — driving the design and deployment of unified omni-channel experiences and intelligent automation solutions that redefine customer engagement.

Position Summary

The Business Analyst, Solution Development & Innovation is responsible for architecting and delivering end-to-end omni-channel and AI-driven customer experience solutions .

Reporting to the Senior Business Analyst, Solution Development & Innovation , this role leads solution design, development, and innovation roadmap execution while ensuring alignment with client and business outcomes. The position is also accountable for the Lead Business Analyst , ensuring that business insights are effectively converted into scalable, orchestrated technology solutions.

This leader will drive seamless channel integration, leverage emerging technologies for smarter orchestration, and guide cross-functional teams through agile delivery frameworks.

Key Responsibilities

1. Solution Strategy & Innovation

- Develop and execute a comprehensive omni-channel solution strategy that enhances customer experience through intelligent channel orchestration and personalization.

- Lead 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.

- Foster strategic alliances with technology partners to accelerate solution innovation and scalability.

2. Omni-channel Orchestration & Experience Design

- Architect and implement orchestrated customer journeys across voice, chat, email, web, mobile apps, and social channels.

- Design solutions that deliver consistent, context-aware, and seamless customer experiences across every touchpoint.

- Oversee channel integration architectures , enabling real-time data sharing, context retention, and unified agent desktops.

- 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

- Manage full-cycle solution design, configuration, testing, and deployment of omni-channel and AI-powered systems.

- Embed Agile practices and DevOps methodologies to accelerate innovation and improve delivery consistency.

- Partner 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

- Drive adoption and integration of AI/ML capabilities (e.g., predictive routing, conversational AI, speech analytics, and virtual assistants).

- Identify and develop automation and optimization use cases using workflow automation, RPA, or low-code platforms.

- Establish frameworks to measure business impact and ensure responsible AI deployment across customer interaction channels.

5. Leadership & People Development

- Provide leadership and direction to solution architects, innovation engineers, and the Lead Business Analyst .

- Build and mentor a team skilled in AI, digital customer engagement, and orchestration technologies .

- Promote a culture of collaboration, creativity, and continuous improvement .

- Partner with stakeholders and clients to translate complex technological possibilities into clear business value.

Qualifications & Requirements

Education & Experience

- University graduate or above in Computer Science/Business Administration, Finance and Accounting or equivalent;

- 2+ years of related experiences

- Proven experience in BPO / CXM environments with hands-on exposure to omni-channel systems and AI integration .

Technical Competencies

- Strong proficiency in omni-channel contact centre platforms (e.g., Genesys Cloud, Avaya, NICE, Amazon Connect, Twilio Flex, Five9, or similar).

- In-depth understanding of 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 (Salesforce, Microsoft Dynamics), knowledge bases, and automation tools.

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

- Experience implementing AI-powered customer interaction solutions (chatbots, IVR, digital engagement).

- Sound knowledge 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).

- Deep understanding of Agile methodologies , DevOps , and continuous delivery principles.

Leadership & Behavioral Competencies

- Strategic thinker who can balance innovation and operational practicality .

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

- Ability to lead cross-functional teams, manage competing priorities, and deliver results in a fast-paced environment.

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