Senior Business Analyst – AI Agents & Conversational Solutions

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain. We are currently looking to hire highly skilled Senior Business Analyst – AI Agents & Conversational Solutions. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below. Experience 5–8+ years of Business Analysis experience, with demonstrable exposure to Data, Analytics, and AI-enabled solutions Role Overview We are seeking an experienced Business Analyst to lead requirements definition for the design and delivery of AI agents and a conversational chatbot integrated into an existing digital application for union members. This role plays a critical bridge between business stakeholders, union subject-matter experts, and a distributed technical delivery team (offshore/overseas). The Business Analyst will be responsible not only for gathering requirements, but also for shaping how content, processes, and controls must be structured to safely and effectively power AI systems. The successful candidate will guide stakeholders through discovery, definition, validation, and User Acceptance Testing (UAT), while ensuring that AI behavior, governance, and monitoring are clearly defined and understood. Key Responsibilities 1. Business & Stakeholder Engagement • Engage union leadership, operations teams, and member-facing stakeholders to understand: • Union services, policies, benefits, grievance processes, and member journeys • Member interaction needs, common questions, and service expectations • Facilitate structured workshops and interviews to elicit functional, non-functional, and AI-specific requirements • Translate abstract or informal business expectations into clear, testable requirements 2. AI-Focused Requirements Definition • Define functional requirements for: • Conversational chatbot capabilities (member queries, guidance, escalation to human support) • Task-oriented AI agents (e.g., triage, form assistance, case status, knowledge retrieval) Identify and document: • User intents, scenarios, and conversational flows • Confidence thresholds, fallback behaviors, and escalation rules • Work with stakeholders to define what AI should and should not do, explicitly capturing constraints 3. Content & Knowledge Readiness for AI • Guide the customer on how to structure content for AI consumption, including: • Policies, FAQs, procedures, documents, and knowledge articles • Metadata, ownership, versioning, and approval workflows • Help identify content gaps, inconsistencies, or risks that could negatively impact AI responses · Define requirements for: • Content curation and ongoing maintenance • Human review points for sensitive or regulated information 4. AI Governance, Monitoring & Oversight • Elicit and document requirements related to Responsible and Controlled AI, including: • Monitoring of AI outputs and behavior • Feedback loops from members and staff • Auditability and traceability of AI-assisted decisions or responses · Support the definition of: • Human-in-the-loop scenarios • Approval and override mechanisms • Reporting and KPIs for AI performance and usage • Ensure governance expectations are clearly communicated to the delivery team 5. Delivery Coordination with Overseas Teams • Produce clear, structured requirement artefacts suitable for remote execution, such as: • Functional Requirement Documents (FRDs) • User stories and acceptance criteria • Process flows and conversational diagrams • Act as the primary clarification point between business stakeholders and overseas technical teams • Support backlog refinement, sprint reviews, and solution walkthroughs as needed 6. UAT & Validation Leadership • Define and drive the UAT strategy for AI-enabled features, including: • Test scenarios covering normal, edge, and failure cases • Validation of AI responses, tone, accuracy, and escalation paths • Coordinate UAT execution with business users • Capture defects, improvement opportunities, and retraining needs in a structured manner • Ensure solutions are fit-for-purpose before production rollout Required Skills & Experience Core Business Analysis • 5+ years of experience as a Business Analyst on complex digital initiatives • Strong experience in requirements elicitation, analysis, documentation, and UAT • Proven ability to work with non-technical stakeholders and technical teams alike Data & AI Exposure • Prior involvement in Data, Analytics, or AI-enabled solutions (chatbots, decision support, automation, etc.) • Solid understanding (conceptual, not necessarily technical) of: • How AI and GenAI systems use data and content • Limitations, risks, and variability of AI outputs • Domain & Context Understanding • Ability to rapidly understand the mission and operating model of a union or member-based organization • Sensitivity to regulatory, ethical, and trust considerations when serving members Communication & Delivery • Excellent written and verbal communication skills • Experience working with offshore or geographically distributed delivery teams • Strong facilitation skills for workshops and stakeholder discussions Nice-to-Have • Experience with conversational design or chatbot programs • Exposure to Responsible AI, AI governance, or compliance initiatives • Prior work in public sector, membership organizations, or regulated environments WHAT’S ON OFFER: You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fu…