PCCW

Business Analyst

• Develop and execute an omni-channel solution strategy to enhance customer experience through intelligent channel orchestration and personalization
• Lead the innovation roadmap integrating AI, automation, and data-driven insights into contact centre ecosystems
• Evaluate and recommend technologies including conversational AI, analytics, and RPA
• Foster strategic alliances with technology partners
• Architect and implement orchestrated customer journeys across voice, chat, email, web, mobile apps, and social channels
• Design consistent, context-aware, seamless customer experiences across touchpoints
• Oversee channel integration architectures, real-time data sharing, context retention, and unified agent desktops
• Use journey analytics and monitoring tools to measure performance and optimize routing and workflows
• Collaborate with operations and business teams to align orchestration with customer expectations and service-level goals
• Manage end-to-end solution design, configuration, testing, and deployment of omni-channel and AI-powered systems
• Embed Agile and DevOps practices to accelerate innovation and improve delivery consistency
• Partner with Operations, IT, and Sales to create client-focused business solutions
• Ensure governance, documentation, and scalability of developed solutions
• Drive adoption and integration of AI/ML capabilities such as predictive routing, conversational AI, speech analytics, and virtual assistants
• 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
• Lead and direct solution architects, innovation engineers, and the Lead Business Analyst
• Build and mentor a team skilled in AI, digital customer engagement, and orchestration technologies
• Partner with stakeholders and clients to translate complex technology into business value

Senior Business Analyst

Project Officer

• Support the operation team on log analysis, remote diagnosis and restoration works on established Services
• Be responsible for the IT Helpdesk support such as incident management, problem management, and change management
• Perform preliminary log analysis on security events and incidents
• Deliver technical support services and solutions on customer’s CPE equipment capacity, performance and utilization
• Handle customer enquiry on network security event and incident as well as performance of their CPE equipment issue