Business Analyst Contact Center & AI

Business Engineering - Business Analysis - Requirements Management - Process Design - AI Requirements - Generative AI - Genesys Cloud CX - Contact Center - Agile Methods - Stakeholder Management

Business Analyst Contact Center & AI

Tasks

• Collect, analyze, and document functional requirements as part of the transformation of the contact center platform from Genesys On-Premises to Genesys Cloud CX
• Analyze and optimize existing contact center processes as well as accompany the functional transfer and further development to the new platform
• Identify, evaluate, and specify new AI use cases together with the business departments, for example virtual assistants, Agent Assist, conversation summaries, as well as speech and text analysis
• Develop and prioritize features, user stories, and acceptance criteria, as well as ensuring understandable and testable requirement specifications
• Define success criteria, quality metrics, as well as data, test, and operational requirements for AI-based solutions
• Moderate workshops, refinements, and functional coordination as well as mediate between Business, IT, and other stakeholder groups
• Accompany tests and functional acceptances, including the evaluation of AI quality based on defined test cases and key figures

Requirements

• Several years of experience as a Business Engineer or Business Analyst in complex IT transformation and digitalization projects
• Demonstrable practical experience in the collection and specification of AI requirements for at least one implemented use case
• Experience in the contact center environment, especially with routing, Interactive Voice Response (IVR), and digital customer channels
• Understanding of the definition and evaluation of AI quality criteria as well as data requirements, test concepts, guardrails, and human-in-the-loop approaches
• Experience in working with agile project teams (Scrum, Kanban, or SAFe)
• Fluent German skills

Advantageous

• Knowledge of Genesys Cloud CX or experience with the migration of contact center platforms to the cloud
• Experience with generative AI and its use in customer service and contact center processes
• Project experience in the banking or financial environment and knowledge of the regulatory requirements for data protection and information security

Personality

• Distinct structured and independent way of working as well as high reliability and adherence to deadlines
• Very good communication and moderation skills as well as the ability to lead different stakeholder groups to sustainable decisions
• Strong analytical skills and competence in formulating precise, comprehensible, and testable requirements
• Ability to communicate the potentials and limits of AI in an understandable and target-group-oriented manner
• Proactive handling of risks and conflicts of interest as well as the ability to derive well-founded and comprehensible recommendations for action

We are a strong customer focused company working mainly for Top 500 companies. We pay great attention to further training and development, carrier opportunities and working conditions. We provide these opportunities to Swiss and EU residents. If you are strong in the above mentioned fields do not hesitate to send us your application and let us inform you about this.

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