Business Analyst - Contact Center (m/w/d) (Ref.Nr.: 46695)

We are looking for an expert in call-center topics and CCaaS consultant to support the design, optimization, and digitalization of a service and contact center landscape. The focus lies on strategic goal support, starting from requirement gathering over provider selection until agile implementation and further development of KI solutions in customer service.

Key Facts
Start: 01.06.2026
Dauer: Not known
Auslastung: 89 %
Einsatzart:
Einsatzort: Wiesbaden
Einsatzland: Germany

Ihre Aufgaben

• Taking over responsibility for a professional business analysis and delivering functional increments within agile Scrum teams

• Conducting an enterprise-wide impact analysis, identifying and preparing the current state

• Developing solution scenarios and creating decision-making templates including pro and con analyses

• Describing the desired technical and factual status and deriving concrete specifications for implementation

• Analyzing existing problems, opportunities, performance potential, and competence gaps in the contact center field

• Defining project goals, creating business cases, and identifying and specifying stakeholder requirements

• Modeling and content verification of requirements to ensure documentation quality

• Validating and prioritizing requirements in close coordination with the relevant stakeholders

• Designing solution approaches and checking the conformity of implemented solutions with defined target specifications

• Consulting on provider selection and providing expert guidance for agile implementation

• Active contribution to the further development of KI portfolios in the customer service area

Muss-Anforderungen

• Knowledge of voice and non-voice routing

• Experience in consulting with departmental experts

• Experience in operating critical enterprise applications with more than 1000 users

• Experience in automating complex configuration deployments in SaaS solutions

• Experience in coordinating and steering internal departments as well as external service providers

• Branch experience in customer service from banks or insurance companies

• Comprehensive experience with contact center platforms (e.g. IP-Dynamics, Genesys, Avaya, Cisco, NICEinContact, Five9, Aspect, Amazon Connect, MS Teams Phone, Unify, Mitel)

• In-depth knowledge of ACD, IVR, Dialer, Speech Portals, and Omnichannel solutions (Telephone, Mail, Chat, Social Media)

• Experience in cloud environments (Azure, AWS) and specific CCaaS platforms

• Fundamentally knowledgeable about business analysis and creating agile stories in the contact center field

• Experience in conducting provider-agnostic selection processes including decision-making templates

Kann-Anforderungen

• Experience in participating in AI portfolios in the customer service area

Weitere Informationen

The activity takes place in a hybrid work model with 15 PT on-site and 100 PT remote.

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 customers - and for our employees. Responsible, high-performance, and always with people in focus. #WeAreWavestone
With our 360° portfolio of consulting services, we combine excellent industry expertise with a broad range of cross-industry competencies, work interdisciplinary, and think beyond the horizon. Our partner companies and freelancers: Freelancers can offer us comprehensive perspectives within our own projects and support as long-standing framework partners for filling project vacancies - quickly and directly.

We look forward to your contact!

Your direct point of contact at Wavestone
Emira Bucan
Telephone: -
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