Business Analyst - Genesys Cloud CX

Project overview

Business Analyst - Genesys Cloud CX Position at our client in the Banking industry in Zurich.

Responsibilities

Your Skills:

What distinguishes you:

• Gather, analyze, and document requirements for the transformation of the Genesys On-Premises contact center platform to Genesys Cloud CX.
• Identify, evaluate, and specify new AI use cases together with the business departments.
• Create, formulate, and prioritize features, user stories, and acceptance criteria.
• Moderate workshops, refinements, and coordination meetings with business, IT, architecture, information security, and data protection.
• Participate in testing and acceptance, and evaluate AI quality based on defined test cases and metrics.
• Act as a liaison between business and IT in an agile project team using SAFe/Agile methodology.
• Several years of experience as a Business Engineer or Business Analyst in complex IT projects, ideally in the financial sector.
• Demonstrable experience in gathering and formulating AI requirements, ideally with generative AI, including quality metrics, data and test requirements, as well as guardrails and human-in-the-loop.
• Experience in the contact center environment, e.g., with routing, IVR, or digital channels, ideally with Genesys Cloud CX or a cloud migration.
• Experience in agile teams and structured handling of business and technical requirements.
• Language skills: German
• Structured and reliable way of working.
• Strong communication and moderation skills.
• Analytical thinking and a solution-oriented approach.

Project details

Zurich, Switzerland

Work Model: No Preference

Sector: Banking

Immediately

12 months

100%

Ref. No.: BH 24796

Take the next step and send us your CV and a phone number where we can reach you during the day.

Due to Swiss labor law, we can only consider applications from Swiss citizens, EU citizens, and individuals with a valid work permit for Switzerland.

We welcome applications from individuals of all genders, working-age adults, sexual orientations, gender expressions, ethnicities, and religious beliefs. Therefore, information about gender or a photo is not required in your application.

Due to client requirements, we need information about your marital status, nationality, date of birth, and a valid Swiss work permit. For applicants with disabilities, we are happy to explore possible solutions together with our end client.

This job advertisement was created with the help of AI technology and reviewed by humans.

• Start: flexible
• Location: Zurich, Switzerland, CH
• Languages: German