WA
Senior Business Analyst (m/w/d) - Contact Center & AI (Ref.Nr.: 48139)
Contract type
Freelance
Work mode
Hybrid · Zürich, Switzerland
Experience
Senior · 5+ years
Job description
A Senior Business Analyst is sought for a long-term client project in Zurich to move contact-center processes to a cloud platform and to identify and specify AI use cases.
At a glance
- Employment
- Contract · Independent contractor
- Work mode
- Hybrid · Zürich, Switzerland
- Languages
- German – fluent, English – fluent
What you'll do
- Gather, analyze and document business requirements for migrating contact-center processes to a cloud platform, acting as a link between business and IT in an agile project team
- Identify, evaluate and specify new AI use cases together with the business units, including success criteria and data and operational requirements
- Create, formulate and prioritize features, user stories and acceptance criteria, and moderate workshops and refinements
- Support tests and acceptance and evaluate AI quality using defined test cases and metrics
What we're looking for
- 5-8 years of professional experience as a business engineer or business analyst in complex IT projects
- Experience in contact-center projects, especially with routing, IVR and digital channels
- Practical experience 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
- Demonstrable experience in agile teams, for example with Scrum or Kanban, and in mediating between business and IT
- Structured working style and ability to align different stakeholders on viable decisions
- Ability to formulate precise, testable requirements and to explain the possibilities and limits of AI understandably
- Ability to raise risks and conflicting goals, especially between benefit and data protection, early and to justify recommendations transparently
- Fluent German and English in speech and writing
Nice to have
- Experience in complex IT projects in the financial environment
- Experience with generative AI
- Experience with Genesys Cloud CX or with cloud migrations
Apply
About Wavestone Germany AG
Let's power the future together
With a 360° portfolio of consulting services, Wavestone combines first-class industry expertise with a broad range of cross-industry competencies and works interdisciplinarily.
Mission
As a leading consulting firm for strategic transformations, we are a trusted partner for our clients and our employees.
Key facts
- Responsible, high-performing and always with people in focus
- Long-standing framework contract partner for staffing project vacancies, quickly and directly
What they value
- Responsible, high-performing and always with people in focus