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. Experience5–8+ years of Business Analysis experience, with demonstrable exposure to Data, Analytics, and AI-enabled solutionsRole OverviewWe 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 Responsibilities1. Business & Stakeholder EngagementEngage union leadership, operations teams, and member-facing stakeholders to understand:Union services, policies, benefits, grievance processes, and member journeysMember interaction needs, common questions, and service expectationsFacilitate structured workshops and interviews to elicit functional, non-functional, and AI-specific requirementsTranslate abstract or informal business expectations into clear, testable requirements2. AI-Focused Requirements DefinitionDefine 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 flowsConfidence thresholds, fallback behaviors, and escalation rulesWork with stakeholders to define what AI should and should not do, explicitly capturing constraints3. Content & Knowledge Readiness for AIGuide the customer on how to structure content for AI consumption, including:Policies, FAQs, procedures, documents, and knowledge articlesMetadata, ownership, versioning, and approval workflowsHelp identify content gaps, inconsistencies, or risks that could negatively impact AI responses· Define requirements for:Content curation and ongoing maintenanceHuman review points for sensitive or regulated information4. AI Governance, Monitoring & OversightElicit and document requirements related to Responsible and Controlled AI, including:Monitoring of AI outputs and behaviorFeedback loops from members and staffAuditability and traceability of AI-assisted decisions or responses· Support the definition of:Human-in-the-loop scenariosApproval and override mechanismsReporting and KPIs for AI performance and usageEnsure governance expectations are clearly communicated to the delivery team5. Delivery Coordination with Overseas TeamsProduce clear, structured requirement artefacts suitable for remote execution, such as:Functional Requirement Documents (FRDs)User stories and acceptance criteriaProcess flows and conversational diagramsAct as the primary clarification point between business stakeholders and overseas technical teamsSupport backlog refinement, sprint reviews, and solution walkthroughs as needed6. UAT & Validation LeadershipDefine and drive the UAT strategy for AI-enabled features, including:Test scenarios covering normal, edge, and failure casesValidation of AI responses, tone, accuracy, and escalation pathsCoordinate UAT execution with business usersCapture defects, improvement opportunities, and retraining needs in a structured mannerEnsure solutions are fit-for-purpose before production rolloutRequired Skills & ExperienceCore Business Analysis5+ years of experience as a Business Analyst on complex digital initiativesStrong experience in requirements elicitation, analysis, documentation, and UATProven ability to work with non-technical stakeholders and technical teams alikeData & AI ExposurePrior 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 contentLimitations, risks, and variability of AI outputsDomain & Context UnderstandingAbility to rapidly understand the mission and operating model of a union or member-based organizationSensitivity to regulatory, ethical, and trust considerations when serving membersCommunication & DeliveryExcellent written and verbal communication skillsExperience working with offshore or geographically distributed delivery teamsStrong facilitation skills for workshops and stakeholder discussionsNice-to-HaveExperience with conversational design or chatbot programsExposure to Responsible AI, AI governance, or compliance initiativesPrior work in public sector, membership organizations, or regulated environmentsWHAT’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 fun and collaborative work environment, alongside a strong career progression. To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to [email protected] Your interest will be treated with strict confidentiality.  CONSULTANT DETAILS: Consultant Name             : Bhawana Sharma Avensys Consulting Pte Ltd   Privacy Statement: Data collected will be used for recruitment purposes only. Personal data provided will be used strictly in accordance with the relevant data protection law and Avensys' privacy policy.