Senior Business Analyst - Contact Center & AI

Project overview

For a long-term project with our client in Zurich (remote share only possible within Switzerland), we are looking for a Senior Business Analyst (m/f/d) - Contact Center & AI.

Key Facts

Responsibilities

Must-Have Requirements

Nice-to-Have Requirements

Further Information

Let’s power the future together

From business case to implementation: As a leading consulting firm for strategic transformations, we are a trusted partner for our clients - and for our employees. Responsible, high-performing, and always with a focus on people. #WeAreWavestone

With our 360° portfolio of consulting services, we combine first-class industry expertise with a broad spectrum of cross-industry competencies, work interdisciplinarily, and think outside the box. We can thus offer our partner companies and freelancers comprehensive perspectives within our own projects and support them as a long-term framework agreement partner in filling project vacancies – promptly and directly.

We look forward to hearing from you!

Your direct contact at Wavestone

Lejla Nametak

Phone: [contact removed]

Email: [contact removed]

• Gather, analyze, and document functional requirements for the migration of contact center processes to a cloud platform, and act as a liaison between business and IT in the agile project team.
• Identify, evaluate, and specify new AI use cases together with the business departments, including success criteria as well as data and operational requirements.
• Create, formulate, and prioritize features, user stories, and acceptance criteria, and moderate workshops and refinements.
• Participate in tests and acceptances and evaluate AI quality based on defined test cases and key figures.
• 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 in 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, as well as in mediating between business and IT
• Structured way of working and ability to align different stakeholder groups towards viable decisions
• Ability to formulate precise and testable requirements and to explain the possibilities and limitations of AI understandably
• Ability to address risks and conflicts of objectives early on, especially between benefits and data protection, and to justify recommendations comprehensibly
• Fluent German and English skills, both written and spoken
• Experience in complex IT projects in the financial sector
• Experience with generative AI
• Experience with Genesys Cloud CX or with cloud migrations
• Deployment duration: January 2027 to December 2027 with option for extension
• Workload: 100%
• Location: Zurich & Remote (only possible within Switzerland)
• per week

Project details

01.01.2027

12 months /

Utilization: 100 %

Type of deployment:

Zurich

Country of deployment: Switzerland

• Start: 2027-01-01
• Duration: 12 Monate /
• Remote: onsite
• Location: Zürich, Switzerland, CH
• Languages: German