Senior Business Analyst (m/w/d) - Contact Center & AI (Ref.Nr.: 48139)
Core
Senior Business Analyst bridging business and IT to migrate Contact Center processes to the cloud and define AI use cases.
Role type
Senior Business Analyst (Contact Center & AI)
Builds
Cloud-based Contact Center platforms and AI applications
Domain
Contact Center operations and Artificial Intelligence
Deliverable
production ML models
Required skills
Business analysis, Contact Center process expertise, AI requirements definition, Agile facilitation, Test case evaluation, Risk assessment
Preferred skills
Financial domain experience, Generative AI experience, Genesys Cloud CX experience
Technologies
Genesys Cloud CX, Cloud platforms
Responsibilities
Analyze and document requirements for Contact Center cloud migration, Identify and specify new AI use cases, Create and prioritize user stories and acceptance criteria, Evaluate AI quality using defined test cases and metrics, Address risks and conflicts between utility and data privacy
