OmniChannel Integration Lead

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Oliver James Associates Ltd. Full time

Company Information

Our client is a leading international insurance provider, committed to delivering exceptional customer experiences through innovative solutions.

Job Summary

We are seeking a dynamic and skilled CRM and Contact Center Business Analyst to join our regional office team.

Key Responsibilities

  • Act as a key liaison between business stakeholders and technical teams to deliver integration projects.
  • Lead and support the implementation of an OmniChannel solution, unifying multiple CRM systems and voice applications across the region.
  • Collaborate with cross-functional teams to design, develop, and deliver customer experience (CX) enhancements.
  • Analyze and interpret complex business requirements, ensuring alignment with technical solutions and organizational goals.
  • Leverage knowledge of AI and data analytics to identify opportunities for process improvement and automation.
  • Provide expertise on Salesforce, Genesys, or similar platforms to ensure optimal performance and user adoption.
  • Stay updated on emerging technologies and industry trends to enhance customer engagement strategies.

Ideal Candidate Profile

  • Ideally Big 4 consulting background.
  • Proven experience leading integration projects, particularly in an OmniChannel context.
  • Hands-on experience unifying CRM systems and voice applications into a single, cohesive solution.
  • A solid understanding of AI technologies and data-driven decision-making.
  • Versatile and adaptable, with a track record of delivering results across various types of projects.
  • Strong focus on Customer Experience (CX) and the ability to align solutions with user needs.
  • A collaborative and engaging personality, demonstrating excellent interpersonal and communication skills.
  • Industry experience in banking, financial services, or insurance is highly desirable.
  • Proficiency with tools such as Salesforce, Genesys, or comparable CRM and contact center platforms.

What We Offer

  • A chance to work with a global leader in the insurance sector.
  • A collaborative and innovative work environment.
  • Opportunities for professional growth and career advancement.
  • Competitive compensation and benefits package.


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