Senior Business Engineer (m/w/d)

Senior Business Engineer (m/w/d) - Contact Center/AI/Genesys Cloud CX

Project: For our client from the banking industry, we are looking for an experienced Business Engineer or Business Analyst to support the transformation of the Contact Center platform from Genesys On-Premises to Genesys Cloud CX. Existing functions will be migrated 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:

• Gathering, analyzing, and documenting the business requirements for the migration of contact center 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 departments, including success criteria as well as data and operational requirements.
• Creating, formulating, and prioritizing features, user stories, and acceptance criteria.
• Moderating workshops and refinements.
• Participating in testing and acceptance, including the evaluation of AI quality based on defined test cases and key figures.
• Close cooperation with the Contact Center, other business departments, architecture, information security, data protection, and external partners.

Requirements:

• Several years of demonstrable experience as a Business Engineer or Business Analyst in complex IT projects.
• Demonstrable practice in gathering and formulating AI requirements for at least one implemented use case, including quality metrics, data and testing requirements, guardrails, and human-in-the-loop.
• Project experience in the contact center environment, for example with routing, IVR, or digital channels.
• Demonstrable 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 limits of AI in an understandable way.
• Structured and reliable way of working as well as the ability to lead different stakeholders to viable decisions.
• Ability to address risks and conflicts of interest at an early stage and to provide comprehensible justifications for recommendations.

Advantageous

• - Experience with Genesys Cloud CX or the migration of a contact center platform to the cloud.
• - Experience with generative AI.
• - Experience in the banking or financial environment.

Languages:

• German: C2 or native language
• English: C1

Reference nr: 925371MC
Role: Senior Business Engineer (m/w/d)
Region: Zürich and region
Utilization: 100 % (Hybrid only within Switzerland)
Start:
End Date:
Application deadline: 15:00

Senior Business Engineer (m/w/d)

Senior Business Engineer (m/w/d) - Contact Center/AI/Genesys Cloud CX

Project: For our client from the banking industry, we are looking for an experienced Business Engineer or Business Analyst to support the transformation of the Contact Center platform from Genesys On-Premises to Genesys Cloud CX. Existing functions will be migrated 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:

• Gathering, analyzing, and documenting the business requirements for the migration of contact center 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 departments, including success criteria as well as data and operational requirements.
• Creating, formulating, and prioritizing features, user stories, and acceptance criteria.
• Moderating workshops and refinements.
• Participating in testing and acceptance, including the evaluation of AI quality based on defined test cases and key figures.
• Close cooperation with the Contact Center, other business departments, architecture, information security, data protection, and external partners.

Requirements:

• Several years of demonstrable experience as a Business Engineer or Business Analyst in complex IT projects.
• Demonstrable practice in gathering and formulating AI requirements for at least one implemented use case, including quality metrics, data and testing requirements, guardrails, and human-in-the-loop.
• Project experience in the contact center environment, for example with routing, IVR o j4id10467377jm j4it1145jm j4iy26jm