Senior Business Engineer

Project overview

Senior Business Engineer – Contact Center/AI/Genesys Cloud CX

Project: For our client in the banking sector, we are looking for an experienced Business Engineer or Business Analyst to support the transformation of the Contact Center platform from Genesys On-Premises to Genesys Cloud CX. Existing functionalities will be migrated and further developed, and new AI use cases will be explored, such as virtual assistants, Agent Assist, and conversation summaries. The focus is on requirements management, process design, and AI requirements.

Responsibilities

• Elicit, analyze, and document business requirements for the migration of contact center processes to Genesys Cloud CX.
• Act as a liaison between business and IT within an agile, interdisciplinary 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.
• Moderate workshops and refinements.
• Participate in testing and acceptance, including the evaluation of AI quality based on defined test cases and metrics.
• Collaborate closely with the Contact Center, other business units, architecture, information security, data protection, and external partners.

Requirements

Advantageous:

Languages:

Reference No: 925371MC

Role: Senior Business Engineer

Region: Zurich and Region

Utilization: 100% (Hybrid only within Switzerland)

• Several years of demonstrable experience as a Business Engineer or Business Analyst in complex IT projects.
• Demonstrable practical experience in eliciting and formulating AI requirements for at least one implemented use case, including quality metrics, data and test requirements, guardrails, and Human-in-the-Loop.
• Project experience in the contact center environment, for example with routing, IVR, or digital channels.
• Demonstrable experience in agile teams, for example according to Scrum or Kanban, acting as a link between business and IT.
• Ability to formulate precise and testable requirements and to explain the possibilities and limitations of AI in an understandable way.
• Structured and reliable working method, as well as the ability to guide different stakeholder groups towards viable decisions.
• Ability to address risks and conflicting goals early on and to justify recommendations comprehensibly.
• Experience with Genesys Cloud CX or migrating a contact center platform to the cloud.
• Experience with generative AI.
• Experience in the banking or financial sector
• German: C2 or native speaker
• English: C1

Project details

01.01.2027

End Date: 31.12.2027

Application Deadline: 10.11.2026 15:00

If this position has sparked your interest, please send us your complete dossier via the link in this advertisement. If this position is not a good fit for your profile and you wish to receive other positions directly, you can also send us your dossier via this advertisement or to [contact removed]. Contact us for more information about our company, our positions, or our attractive Payroll-Only program: [contact removed].

About Us: ITech Consult is an ISO 9001:2015 certified Swiss company with branches in Germany and Ireland. ITech Consult specializes in placing IT candidates for contract work. We were founded in 1997 by IT professionals and therefore know how important professional support is when searching for and working on projects.

• Start: 2027-01-01
• Remote: hybrid
• Location: Zürich, CH
• Languages: German, English