Senior Business Analyst

PCCW

. Develop and execute an omni-channel solution strategy to enhance customer experience through intelligent channel orchestration and personalization .

Posted 9/17/2026full-timeHong KongSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in omni-channel solution strategy, integrating AI and automation to enhance customer experiences. Proficient in designing and implementing customer journey workflows and managing cross-functional teams to drive innovation and operational efficiency.

Highest-signal resume keywords

Omni-Channel Contact Centre PlatformsAI IntegrationJourney Management FrameworksAgile MethodologiesCustomer Experience Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Omni-Channel SystemsAI-Powered Customer Interaction SolutionsJourney AnalyticsWorkflow AutomationRPACloud-Based ArchitecturesAPIsMicroservicesCustomer Journey WorkflowsContext Awareness

Soft Skills

Strategic ThinkingStrong CommunicationInfluencing SkillsTeam LeadershipCustomer-Centric Mindset

Tools & Technologies

Genesys CloudAvayaNICEAmazon ConnectTwilio FlexSalesforceMicrosoft DynamicsGenesys Journey AnalyticsNICE CXoneSprinklr

Industry Keywords

BPOCXMDigital Customer EngagementAutomation ToolsReal-Time Interaction Management

Tech Stack

Tools & technologies

CloudMicroservicesRPA

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

University graduate or above in Computer Science, Business Administration, Finance and Accounting, or equivalent
2+ years of related experience
Proven experience in BPO / CXM environments with hands-on exposure to omni-channel systems and AI integration
Strong proficiency in omni-channel contact centre platforms such as Genesys Cloud, Avaya, NICE, Amazon Connect, Twilio Flex, Five9, or similar
In-depth understanding of omni-channel orchestration and journey management frameworks
Knowledge of context awareness, seamless channel handoffs, intelligent routing, prioritization, and real-time interaction management
Experience integrating CRMs such as Salesforce and Microsoft Dynamics, knowledge bases, and automation tools
Experience designing customer journey workflows, self-service flows, and escalation paths
Experience implementing AI-powered customer interaction solutions, including chatbots, IVR, and digital engagement
Sound knowledge of cloud-based architectures, APIs, microservices, and middleware integration frameworks
Familiarity with journey analytics, reporting, and customer insight platforms such as Genesys Journey Analytics, Sprinklr, NICE CXone, or equivalent
Deep understanding of Agile methodologies, DevOps, and continuous delivery principles
Strategic thinking and ability to balance innovation with operational practicality
Strong communication and influencing skills
Ability to lead cross-functional teams, manage competing priorities, and deliver results in a fast-paced environment
Customer-centric mindset with experience in experience design and outcome-driven transformation

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account PCCW Website LinkedIn All Job Openings 10,000+ employees 📡 Telecommunications 🤝 B2B 👥 B2C Telecommunications
B2B
B2C PCCW is a Hong Kong-based telecommunications company that provides a wide array of services including fixed-line and mobile telecommunications, broadband, and television broadcasting. It is known for its innovative solutions and is a leading player in the telecom industry, serving both consumer and business markets with a commitment to leveraging technology to enhance communication services. Senior Business Analyst 🔥 7 hours ago 🏢 null – Onsite ⏰ Full Time 🟠 Senior 🧐 Business Analyst 👻 Ghost score 10% Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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 🎯 Requirements
University graduate or above in Computer Science, Business Administration, Finance and Accounting, or equivalent
2+ years of related experience
Proven experience in BPO / CXM environments with hands-on exposure to omni-channel systems and AI integration
Strong proficiency in omni-channel contact centre platforms such as Genesys Cloud, Avaya, NICE, Amazon Connect, Twilio Flex, Five9, or similar
In-depth understanding of omni-channel orchestration and journey management frameworks
Knowledge of context awareness, seamless channel handoffs, intelligent routing, prioritization, and real-time interaction management
Experience integrating CRMs such as Salesforce and Microsoft Dynamics, knowledge bases, and automation tools
Experience designing customer journey workflows, self-service flows, and escalation paths
Experience implementing AI-powered customer interaction solutions, including chatbots, IVR, and digital engagement
Sound knowledge of cloud-based architectures, APIs, microservices, and middleware integration frameworks
Familiarity with journey analytics, reporting, and customer insight platforms such as Genesys Journey Analytics, Sprinklr, NICE CXone, or equivalent
Deep understanding of Agile methodologies, DevOps, and continuous delivery principles
Strategic thinking and ability to balance innovation with operational practicality
Strong communication and influencing skills
Ability to lead cross-functional teams, manage competing priorities, and deliver results in a fast-paced environment
Customer-centric mindset with experience in experience design and outcome-driven transformation Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Business Analyst 🕒 July 30 Allianz 10,000+ employees 🏦 Banking 💸 Finance 🛡️ Insurance Website LinkedIn All Job Openings Business Analyst supporting AllianzGI’s Hong Kong investment operations and governance. Coordinating projects, fund launches, reporting, stakeholders and process improvements. 🏢 Hong Kong – Onsite 💰 Post-IPO Equity on 2018-04 ⏰ Full Time 🟡 Mid-level 🟠 Senior 🧐 Business Analyst View More Business Analyst Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Remote jobs Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources About us Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course Remote Job Search MasterClass Resume Review AI Apply Copilot OpenClaw job finder API docs Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs