Senior Business Engineer – Contact Center: Genesys Cloud CX & AI Use Cases

Project overview

Start Date: Mid-January 2027

Industry: Bank / Financial Sector

Responsibilities

• Elicit, analyze, and document functional requirements for migrating contact center processes to Genesys Cloud CX.
• Identify, evaluate, and specify new AI use cases with the business departments, including success criteria as well as data and operational requirements.
• Formulate and prioritize features, user stories, and acceptance criteria.
• Moderate workshops and refinements with different stakeholder groups.
• Participate in testing and acceptance, including evaluation of AI quality based on test cases and key figures.
• Early identification of risks and conflicts of objectives (e.g., benefit vs. data protection) and justify recommendations.

Requirements

Advantageous (evaluation relevant):

IMPORTANT:

Languages

Languages Spoken Written Priority

German very good very good a must

English very good very good a must

Description Priority

Business Engineer a must

Kind regards / Best Regards

André van Sprundel

CEO

GHR Global Human Resources AG

Blegistrasse 13

CH-6340 Baar / ZG

Direct Line: *

E-Mail: *@*.ch

Web: www.ghrgroup.ch

• Professional experience (exclusion criterion) -> several years as a Business Engineer or BA in complex IT projects, ideally in the financial environment; Senior with 5 to 8 years.
• AI requirements (exclusion criterion) -> practical experience with at least ONE implemented use case, ideally generative AI – including quality metrics, data and test requirements, guardrails, and Human-in-the-Loop.
• Contact Center (exclusion criterion) -> project experience with routing, IVR, and digital channels, ideally with Genesys Cloud CX or a cloud migration.
• Proof in CV (client requirement) -> specifically document AI use cases and contact center projects with role and result.
• Agile collaboration -> experience in Scrum or Kanban teams as a link between business and IT.
• Work style -> structured, punctual; lead stakeholders to viable decisions.
• Communication skills -> formulate precise, testable requirements; explain possibilities AND limitations of AI understandably.
• Setup role -> newly created position – help shape working methods and requirements standards.
• Languages -> German C2 and English C1.
• Agent Assist, virtual assistants, or conversation summaries in productive use.
• Voice and text analysis in customer dialogue, including quality measurement.
• Data protection and compliance when using generative AI in customer contact.
• On-site arrangement -> 100% on-site at the client / 0% Home Office, depending on the project phase; remote work only allowed within Switzerland (internal regulations / banking secrecy)
• Debt enforcement and criminal record extracts are required (residence Germany: SCHUFA information and police clearance certificate)
• Residence in Switzerland or valid residence permit upon offer submission
• ZEK information

Project details

12 months with option

Possible Contract Types: Consultant / Rental

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Number of Positions: 1

Deadline: 04.11.2026, 22:00

Zurich

Creation Date: 02.11.2026

Description

For our end client from the Swiss banking and financial sector, we are looking for a Senior Business Engineer for the transformation of the contact center platform as follows:

Starting Situation & Mandate:

The department is responsible for sales applications and customer interaction via digital channels; work is done agilely according to SAFe, the role is newly created. The subject is the transformation from Genesys On-Premises to Genesys Cloud CX – including new AI use cases such as virtual assistants, Agent Assist, conversation summaries, and voice and text analysis.

Important for selection: Not AI interest is required, but demonstrable practice with AI requirements on at least one IMPLEMENTED use case and contact center experience (routing, IVR, digital channels). Both are exclusion criteria and must be documented in the CV with role and result.

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