Senior Business Engineer (m/f/d)

About the job

Senior Business Engineer (m/f/d)

Senior Business Engineer (m/f/d) - Contact Centre/AI/Genesys Cloud CX

Project: For our client in the banking sector, we are looking for an experienced Business Engineer or Business Analyst to support the transformation of the Contact Centre platform from Genesys On-Premises to Genesys Cloud CX. Existing functions will be transferred and further developed, and new AI use cases will be explored, such as virtual assistants, Agent Assist, and conversation summaries. The focus is on requirements management, process design, and AI requirements.

Tasks:

• Collecting, analysing, and documenting the business requirements for the transfer of contact centre processes to Genesys Cloud CX.
• Mediating between business and IT within an agile, interdisciplinary project team.
• Identifying, evaluating, and specifying new AI use cases together with the business units, including success criteria as well as data and operational requirements.
• Creating, formulating, and prioritising features, user stories, and acceptance criteria.
• Moderating workshops and refinements.
• Participating in tests and approvals, including evaluating AI quality based on defined test cases and metrics.
• Working closely with the contact centre, other business units, architecture, information security, data protection, and external partners.

Requirements:

• Several years of proven experience as a Business Engineer or Business Analyst in complex IT projects.
• Proven practice in gathering and formulating AI requirements for at least one implemented use case, including quality metrics, data and test requirements, guardrails, and human-in-the-loop.
• Project experience in the contact centre environment, for example with routing, IVR, or digital channels.
• Proven experience in agile teams, for example according to Scrum or Kanban, as a link between business and IT.
• Ability to formulate precise and testable requirements and to explain the possibilities and limitations of AI clearly.
• Structured and reliable working style as well as the ability to lead different stakeholders to sustainable decisions.
• Ability to address risks and goal conflicts early and to justify recommendations comprehensibly

Advantages

• - Experience with Genesys Cloud CX or migrating a contact centre platform to the cloud.
• - Experience with generative AI.
• - Experience in the banking or financial sector

Languages:

• German: C2 or native speaker
• English: C1

Reference no: 925371MC
Role: Senior Business Engineer (m/f/d)
Region: Zurich and surrounding area
Workload: 100% (hybrid only within Switzerland)
Start: 01.01.2027
End date: 31.12.2027
Application deadline: 10.11.2026 15:00

If this position has sparked your interest, please send us your complete dossier via the link in this advertisement. If this position does not quite match your profile and you wish to receive other positions directly, you can also send us your dossier via this advertisement or to jobs[at]itcag[dot]com. Contact us for more information about our company, our positions, or our attractive payroll-only programme: +41 41 760 77 01.

About us: ITech Consult is an ISO 9001:2015 certified Swiss company with offices in Germany and Ireland. ITech Consult specialises in the placement of IT candidates for contract work. We were founded in 1997 by IT professionals and therefore know how important professional support is when searching for and working on projects.