System Analyst (AI Contact Center Solutions)

Мы ищем специалиста на позицию системного аналитика, который возглавит проектирование и реализацию решений для контакт-центра на базе искусственного интеллекта, включая голосовых ботов, чат-ботов, средства анализа речи и разговорные платформы, управляемые большими языково-моделируемыми системами (LLM).
В этой роли Вы будете выступать посредником между владельцами продуктов, архитекторами решений и инженерами. Вы переведете сложные бизнес-требования в масштабируемые технические архитектуры и дизайн диалогов, уделяя особое внимание разработке логики на Python и интеграции моделей LLM.

Свободный английский обязателен. Интервью будет на английском. Немецкий - желательно.

В сопроводительном письме укажите, пожалуйста, релевантные проекты и Вашу роль на них.

Key Responsibilities

• Requirements Management: Lead elicitation and documentation of functional and technical requirements across business domains;
• Solution Design: Design conversational AI workflows, including intent models, entity extraction, and fallback strategies;
• Python Development: Develop and maintain Python-based business logic (webhooks, decisioning, validations) within conversational flows;
• AI Implementation: Support the deployment of NLP, ASR/TTS, and RAG (Retrieval-Augmented Generation) components;
• System Integration: Design and document REST API integrations with CRM, billing, and ticketing platforms;
• Data-Driven Optimization: Collaborate with Data Scientists to refine NLP model performance and analyze speech/text data;
• Testing & Quality: Lead UAT and validation processes; provide high-level troubleshooting for live AI solutions;
• Stakeholder Management: Act as a subject-matter expert in technical workshops and solution reviews;

Required Qualifications

• 3+ years of experience as a System/Business Analyst in a technical environment;
• Hands-on experience with Python for backend integrations or conversational platforms;
• Strong background in API-based architecture (REST, JSON, authentication, data mapping);
• Solid understanding of AI/LLM concepts: Generative AI, LLMs, Prompt Engineering, and RAG architectures;
• Experience with Contact Center technologies (IVR, ACD, CTI, CRM integrations);
• Agile mindset: Experience working in Scrum/Agile delivery environments;

Technical Skills

• LLM Orchestration (LangChain, LlamaIndex), Vector Databases, Prompt Engineering;
• Python (embedded logic, webhooks), JSON, basic Cloud knowledge (AWS/Azure/GCP);
• REST APIs, Synchronous/Asynchronous calls, Error handling, Auth tokens;
• Contact Center KPIs (AHT, CSAT, FCR), Conversational UX best practices;
• Jira, Confluence, Swagger, Miro/Visio (for flowcharts);

Nice to Have

• Experience with Vector Databases (e.g., Pinecone, Weaviate, Milvus);
• Familiarity with BI tools (Tableau, PowerBI) for reporting on speech analytics;
• Knowledge of SIP/Telephony or omnichannel contact center platforms (Genesys, Cisco, Avaya);
• Experience with GDPR and security compliance in recording/processing environments;
• Background in Banking or Finance domains;

Benefits:

• Competitive salary and benefits;
• Opportunity to work remotely, flex time;
• International projects; Travel opportunities;
• Positive team atmosphere and plenty of room to grow.