Business Analyst

Project overview

For our client, a renowned bank based in Zurich, we are looking for an experienced personality as a Business Analyst for the Portfolio & Solution Delivery Sales Platforms division.

Service & Sales is responsible for portfolio management as well as the implementation and operation of our client's sales applications. The interaction between sales staff and customers is supported through digital channels and applications.

Please note that due to current Swiss legislation, we can only consider applications from Swiss citizens, EU citizens, or individuals with a valid work permit.

Remote work from abroad is not possible.

Responsibilities

• Gathering, analyzing, and documenting business requirements for the migration of Contact Center processes to Genesys Cloud CX, as well as demonstrable experience in agile teams (e.g., Scrum/Kanban) as a link between business and IT.
• Identifying, evaluating, and specifying new AI use cases with 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 evaluating AI quality based on defined test cases and key figures.

Requirements

leading different stakeholder groups to viable decisions.

• Several years of demonstrable experience as a Business Engineer or Business Analyst in complex IT projects, ideally in the financial sector.
• Demonstrable practical experience in gathering and formulating AI requirements for at least one implemented use case, ideally with generative AI – including quality metrics, data and test requirements, guardrails, and human-in-the-loop.
• Project experience in the Contact Center environment (e.g., routing, IVR, digital channels), ideally with Genesys Cloud CX or a migration to the cloud.
• Strong analytical and conceptual skills.
• Structured approach, adherence to agreed deadlines,
• Precise formulation of testable requirements and making the possibilities and limitations of AI understandable for business departments.
• Accustomed to addressing risks and conflicts of objectives early (e.g., benefits vs. data protection) and providing well-founded recommendations.

Project details

• Start: 2027-01-01
• Location: Zürich / Remote (nur aus der Schweiz), CH
• Languages: German