Senior Business Analyst (m/f/d) - Contact Center & AI (Ref. No.: 48139)

For a long-term project with our client in Zurich (remote portion only possible within Switzerland), we are looking for a Senior Business Analyst (m/f/d) - Contact Center & AI.

Key Facts
Start: 01.01.2027
Duration: 12 months /
Utilization: 100 %
Type of Assignment:
Location: Zurich
Country of Assignment: Switzerland

Your Tasks

• Elicit, analyze, and document functional requirements for migrating contact center processes to a cloud platform, and act as the link between business and IT in the agile 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, and moderate workshops and refinements

• Participate in testing and acceptance and evaluate AI quality based on defined test cases and metrics



Mandatory Requirements

• 5-8 years of professional experience as a Business Engineer or Business Analyst in complex IT projects

• Experience in contact center projects, especially with routing, IVR, and digital channels

• 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

• Proven experience in agile teams, for example with Scrum or Kanban, as well as in mediating between business and IT

• Structured way of working and ability to align different stakeholder groups towards viable decisions

• Ability to formulate precise and testable requirements and to clearly explain the possibilities and limitations of AI

• Ability to identify risks and conflicts of objectives early on, especially between benefits and data protection, and to justify recommendations comprehensibly

• Fluent written and spoken German and English



Optional Requirements

• Experience in complex IT projects in the financial sector

• Experience with generative AI

• Experience with Genesys Cloud CX or with cloud migrations



Further Information

- Assignment duration: January 2027 to December 2027 with option for extension

- Workload: 100%

- Location: Zurich & Remote (only possible within Switzerland) - per week

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 clients - and for our employees. Responsible, high-performing, and always with a focus on people. #WeAreWavestone
With our 360° portfolio of consulting services, we combine first-class industry expertise with a broad spectrum of cross-industry competencies, work interdisciplinarily, and think outside the box. We can thus offer our partner companies and freelancers comprehensive perspectives within our own projects and, as a long-standing framework contract partner, support them in filling project vacancies - promptly and directly.

We look forward to hearing from you!

Your direct contact at Wavestone
Lejla Nametak
Phone: +49 89 455 99 306
Email: -----

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