Senior Business Engineer Contact Center – Genesys Cloud CX & AI

Project overview

For a transformation project in the Swiss financial sector, we are looking for a Senior Business Engineer to modernize a contact center platform.

Responsibilities

You will be the link between business and IT, responsible for gathering, analyzing, and documenting business requirements for the migration from Genesys On-Premises to Genesys Cloud CX. You will identify and specify new AI use cases such as virtual assistants, Agent Assist, and conversation analysis together with the business departments. You will formulate features, user stories, and acceptance criteria, moderate workshops and refinements with various stakeholders, and participate in testing and acceptance – including evaluating AI quality based on defined metrics.

You will proactively point out risks and conflicts of objectives and provide well-founded recommendations.

Requirements

You have several years of demonstrable experience as a Business Engineer or Business Analyst in complex IT projects (ideally in the financial sector, senior level with 5-8 years). Practical experience in gathering and formulating AI requirements for at least one implemented use case is mandatory – including quality metrics, data and test requirements, guardrails, and human-in-the-loop concepts. Additionally, you need project experience in the contact center environment with routing, IVR, and digital channels. Knowledge of agile methods (SAFe) is an advantage.

Framework:

100% workload, 12 months with option for extension, location Zurich, start mid-January 2027.

Project details

• Start: Mitte Januar 2027
• Duration: 12 Monate mit Option
• Remote: remote
• Location: Zürich, DE
• Rate: 110-110 EUR/h
• Languages: German