Senior Business Analyst (m/w/d) - Contact Center & AI

Location

Zürich, Zurich, Switzerland

Salary

Not specified

Company

Akash pawar

Job description

Role & Company / Project Overview: Wavestone Germany AG is seeking a Senior Business Analyst (m/w/d) - Contact Center & AI for a long-term project with a client located in Zürich. The role involves acting as a key link between business and IT in an agile project setting to modernize contact center operations. Key Responsibilities & Daily Duties: • Gather, analyze, and document business requirements for migrating contact center processes to a cloud platform, serving as the liaison between business and IT within the agile project team. • Identify, evaluate, and specify new AI use cases collaboratively with business departments, including success criteria, data requirements, and operational specifications. • Create, formulate, and prioritize features, user stories, and acceptance criteria, as well as moderate workshops and refinements. • Participate in testing and acceptance procedures, evaluating AI quality against defined test cases and key performance indicators. Required Qualifications, Skills & Experience: • 5 to 8 years of professional experience as a Business Engineer or Business Analyst in complex IT projects. • Proven experience in contact center projects, specifically covering routing, IVR, and digital channels. • Hands-on experience in gathering and specifying AI requirements for at least one implemented use case, including quality metrics, data and test requirements, guardrails, and human-in-the-loop workflows. • Demonstrable experience working in agile teams (e.g., Scrum or Kanban) and mediating between business and IT stakeholders. • Structured working style with the ability to align diverse stakeholder groups toward viable decisions. • Ability to formulate precise, testable requirements and explain the capabilities and limitations of AI clearly. • Ability to proactively identify risks and conflicting objectives (especially between business value and data privacy) and provide transparent rationales for recommendations. • Business fluent German and English skills in both spoken and written communication. • Desirable / Nice-to-have: Experience in complex IT projects within the financial services sector; experience with generative AI; experience with Genesys Cloud CX or cloud migration initiatives. Working Hours, Shifts & Location Details: • Project duration: 12 months (January 2027 to December 2027) with an option for extension. • Workload: 100%. • Location: Zürich, Switzerland, with remote work permitted strictly within Switzerland. Application Instructions: Interested candidates and freelancers are invited to submit their application or get in touch directly regarding project staffing.