Business Analyst Contact Centre & AI

About the job

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

Business Analyst Contact Centre & AI

Responsibilities

• Gather, analyse and document business requirements within the framework of the transformation of the contact centre platform from Genesys On-Premises to Genesys Cloud CX
• Analyse and optimise existing contact centre processes as well as support the business transition and further development on the new platform
• Identify, evaluate and specify new AI use cases together with the business units, for example virtual assistants, agent assist, conversation summaries as well as speech and text analytics
• Develop and prioritise features, user stories and acceptance criteria as well as ensure clear and testable requirement specifications
• Define success criteria, quality metrics as well as data, test and operational requirements for AI-based solutions
• Facilitate workshops, refinements and business alignments as well as mediate between business, IT and other stakeholders
• Support testing and business acceptance, including 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 digitalisation projects
• Proven practical experience in gathering and specifying AI requirements for at least one implemented use case
• Experience in the contact centre environment, especially with routing, Interactive Voice Response (IVR) and digital customer channels
• Understanding of defining and evaluating AI quality criteria as well as data requirements, test concepts, guardrails and human-in-the-loop approaches
• Experience working with agile project teams (Scrum, Kanban or SAFe)
• Fluent German language skills

Advantageous

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

Personality

• Strong structured and independent working style as well as high reliability and punctuality
• Excellent communication and facilitation skills as well as the ability to lead different stakeholders to sustainable decisions
• Strong analytical skills and competence in formulating precise, comprehensible and testable requirements
• Ability to clearly and appropriately communicate the potentials and limitations of AI to the target audience
• Proactive handling of risks and goal conflicts as well as 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, career 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.