Business Analyst

PCCW

Senior Manager delivering omni-channel AI-driven customer experience solutions at HKT Teleservices. Leading solution design and innovation roadmap execution for enhanced customer engagement.

Posted 6/10/2026full-timeHong Kong • 🇭🇰 Hong KongSeniorLeadWebsite

Tech Stack

Tools & technologies

CloudMicroservices

About the role

Key responsibilities & impact

Develop and execute a comprehensive omni-channel solution strategy
Lead the innovation roadmap to integrate AI, automation, and data-driven insights into contact centre ecosystems
Architect and implement orchestrated customer journeys across various channels
Manage full-cycle solution design, configuration, testing, and deployment of omni-channel and AI-powered systems
Drive adoption and integration of AI/ML capabilities
Provide leadership and direction to solution architects, innovation engineers, and the Lead Business Analyst

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Engineering, or Information Technology
Minimum 10 years of experience in solution design, contact centre technology, or digital transformation, including 5+ years in a leadership or architecture role
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 (e.g., Genesys Cloud, Avaya, NICE, Amazon Connect, Twilio Flex, Five9, or similar)
In-depth understanding of omni-channel orchestration and journey management frameworks
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
Deep understanding of Agile methodologies, DevOps, and continuous delivery principles

Benefits

Comp & perks

Health insurance
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

solution designomni-channel systemsAI integrationcloud-based architecturesAPIsmicroservicesmiddleware integrationjourney analyticsAgile methodologiesDevOps

Soft Skills

leadershipdirectioninnovation

Certifications

Bachelor’s degree in Computer ScienceBachelor’s degree in EngineeringBachelor’s degree in Information Technology