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.
