Business Analyst (m/w/d) AI Contact Center
Core
Business Analyst leading the design and implementation of AI-driven contact center solutions, focusing on human-machine interaction and autonomous workflows.
Role type
Senior Business Analyst (AI/Conversational AI)
Builds
Intelligent AI agents, autonomous workflows, and end-to-end processes for customer dialogue.
Domain
Insurance / Conversational AI / Large Language Models (LLMs)
Deliverable
production ML models
Required skills
Conversational AI platforms (Google, Parloa, Cognigy), LLMs, NLP, Machine Learning, Prompt Engineering, API integration, Process Modeling (BPMN 2.0), Cost-benefit analysis, Risk management (Bias, Data Privacy)
Preferred skills
Agile methodology, User Story creation, Stakeholder management
Technologies
Google, Parloa, Cognigy, LLMs, NLP, Machine Learning, APIs, BPMN 2.0
Responsibilities
Translate business visions into user stories and product roadmaps; Model and redesign end-to-end processes with AI applications; Coordinate cross-functional teams (IT, partners, management); Develop and optimize prompts for AI models; Identify automation potential and new use cases along the customer lifecycle.
Seniority
Senior, hands-on IC
