Senior Business Engineer – Contact Center & AI Transformation

Project overview

We are looking for an experienced Senior Business Engineer or Business Analyst to support a comprehensive transformation of the contact center platform in the banking sector. The focus is on migrating on-premises systems to a cloud-based solution and developing new AI use cases such as virtual assistants, agent assist, and automated conversation summaries.

Your responsibilities include gathering, analyzing, and documenting business requirements for process migration, acting as a liaison between business and IT in an agile project team, and identifying and specifying new AI use cases. You will create precise features and user stories, moderate workshops, and participate in testing and acceptance – including evaluating AI quality based on defined metrics.

We expect several years of proven experience as a Business Engineer or Business Analyst in complex IT projects. Practical knowledge in gathering and formulating AI requirements for at least one implemented use case, including quality metrics, data, and test requirements, is essential. Project experience in the contact center environment (routing, IVR, digital channels) is required. You should have worked in agile teams (Scrum, Kanban) as a link between business and IT and possess the ability to formulate testable requirements and clearly explain the possibilities and limitations of AI.

A structured approach, stakeholder management, and early risk communication are central.

Experience with cloud migrations of contact center platforms, generative AI, and the banking or financial sector is advantageous. Required language levels: German (C2/native) and English (C1).

Project details

• Start: 01.01.2027
• Duration: 01.01.2027 - 31.12.2027
• Remote: hybrid
• Location: Zürich, DE
• Languages: German