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Open nowPosted yesterday

Business Analyst Contact Center & KI

Pro Informatik AG

Where
Zürich, ZH, Switzerland
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Your applicationOpen nowBusiness Analyst Contact Center & KIPro Informatik AG · Zürich, ZH, Switzerland

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  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Pro Informatik AG's own form.

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The clock on this job

Early applications get read.

13.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.6%3 days
  3. 13.3%7 days
  4. 21.3%14 days
  5. 35.7%30 days
  6. 59.1%60 days
This job: posted yesterday

The posting

--- base: meta-keywords: meta-viewport: width=device-width, initial-scale=1.0 title: Business Analyst Contact Center & KI ---

Business Analyst Contact Center \& KI =====================================

Business Engineering \- Business Analysis \- Anforderungsmanagement \- Prozessdesign \- KI\-Anforderungen \- Generative KI \- Genesys Cloud CX \- Contact Center \- Agile Methoden \- Stakeholdermanagement

Business Analyst Contact Center \& KI =====================================

Aufgaben

  • Erheben, analysieren und dokumentieren fachlicher Anforderungen im Rahmen der Transformation der Contact\-Center\-Plattform von Genesys On\-Premises auf Genesys Cloud CX
  • Analysieren und optimieren bestehender Contact\-Center\-Prozesse sowie Begleiten der fachlichen Überführung und Weiterentwicklung auf die neue Plattform
  • Identifizieren, bewerten und spezifizieren neuer KI\-Anwendungsfälle gemeinsam mit den Fachbereichen, beispielsweise virtuelle Assistenten, Agent Assist, Gesprächszusammenfassungen sowie Sprach\- und Textanalysen
  • Erarbeiten und Priorisieren von Features, User Stories und Akzeptanzkriterien sowie Sicherstellen einer verständlichen und testbaren Anforderungsspezifikation
  • Definieren von Erfolgskriterien, Qualitätsmetriken sowie Daten\-, Test\- und Betriebsanforderungen für KI\-basierte Lösungen
  • Moderieren von Workshops, Refinements und fachlichen Abstimmungen sowie Vermitteln zwischen Business, IT und weiteren Anspruchsgruppen
  • Begleiten von Tests und fachlichen Abnahmen, einschliesslich der Evaluation der KI\-Qualität anhand definierter Testfälle und Kennzahlen

Anforderungen

  • Mehrjährige Erfahrung als Business Engineer oder Business Analyst in komplexen IT\-Transformations\- und Digitalisierungsprojekten
  • Nachweisbare praktische Erfahrung in der Erhebung und Spezifikation von KI\-Anforderungen für mindestens einen umgesetzten Anwendungsfall
  • Erfahrung im Contact\-Center\-Umfeld, insbesondere mit Routing, Interactive Voice Response (IVR) und digitalen Kundenkanälen
  • Verständnis für die Definition und Bewertung von KI\-Qualitätskriterien sowie für Datenanforderungen, Testkonzepte, Guardrails und Human\-in\-the\- \-Ansätze
  • Erfahrung in der Zusammenarbeit mit agilen Projektteams (Scrum, Kanban oder SAFe)
  • Fliessende Deutschkenntnisse

Von Vorteil

  • Kenntnisse von Genesys Cloud CX oder Erfahrung mit der Migration von Contact\-Center\-Plattformen in die Cloud
  • Erfahrung mit generativer KI und deren Einsatz in Kundenservice\- und Contact\-Center\-Prozessen
  • Projekterfahrung im Banken\- oder Finanzumfeld und Kenntnisse der regulatorischen Anforderungen an Datenschutz und Informationssicherheit

Persönlichkeit

  • Ausgeprägte strukturierte und selbstständige Arbeitsweise sowie hohe Zuverlässigkeit und Termintreue
  • Sehr gute Kommunikations\- und Moderationsfähigkeiten sowie die Fähigkeit, unterschiedliche Anspruchsgruppen zu tragfähigen Entscheidungen zu führen
  • Ausgeprägte analytische Fähigkeiten und Kompetenz in der Formulierung präziser, nachvollziehbarer und testbarer Anforderungen
  • Fähigkeit, Potenziale und Grenzen von KI verständlich und adressatengerecht zu vermitteln
  • Proaktiver Umgang mit Risiken und Zielkonflikten sowie Fähigkeit, fundierte und nachvollziehbare Handlungsempfehlungen abzuleiten

We are a strong customer focused company working mainly for Top 500 companies. We pay great attention to further training and development, carrier opportunities and working conditions. We provide these opportunities to Swiss and EU residents. If you are strong in the above mentioned fields do not hesitate to send us your application and let us inform you about this.

![Pro Informatik AG]()

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