Business Analyst

About Cognigy

Cognigy is revolutionizing the customer service industry by harnessing the most cutting-edge AI technology on the market. Its award-winning solution Cognigy.AI, empowers businesses to deliver exceptional service that is instant, personalized, in any language and on any channel. Cognigy is shaping the future of customer service, creating AI Agents by perfectly combining Generative and Conversational AI to increase customer satisfaction and actively support employees in real-time.  

Our skilled #CognigyCrew are the people behind our cutting-edge technology and we are now looking for more talented people to join our global team.

Why you'll love working at Cognigy - our promise to you

We empower our people to be successful as part of a diverse, passionate and respectful team who are proud to be leading the automation of conversations to make life easier for everyone.

We do this by challenging each other to succeed and being enabled to do our best work. Encouraging and supporting growth is at the heart of our success, founded on a culture of mutual respect and trust – always It's no wonder that the values that inspire and drive our #CognigyCrew are our 4Ts

Team, Trust, Transparency, Technology.

Your new role: Business Analyst (Professional Services)

Location: Düsseldorf or Remote in Germany (must be currently based in Germany)

As a Business Analyst (Professional Services), you will play a key role in supporting our Professional Services team to ensure efficiency, accuracy, and excellence in project delivery. You will bridge the gap between Sales, Sales Engineering, and Professional Services - leading the creation of Statements of Work (SOWs), managing budgetary quotes, and enabling smooth handovers between pre-sales and post-sales teams.

Your analytical mindset, communication skills, and deep understanding of Conversational AI and Professional Services will make you a trusted advisor who ensures project success and drives Pro-Serv growth.

Your responsibilities will include:

• Attending presales meetings with Account Executives (AEs) and Sales Engineers (SEs) to lead client requirement discussions from a Professional Services perspective.
• Facilitating discovery sessions to gather API details, telephony information, and use case data to support accurate scoping and delivery insight.
• Drafting and refining Statements of Work (SOWs) to ensure alignment between project scope, timelines, and client expectations.
• Managing the Pro-Serv quoting process, estimating service hours, and supporting resource planning using Cognigy's internal tools.
• Leading the handover process from presales to Professional Services, maintaining clear documentation in Confluence.
• Collaborating with Cognigy's internal delivery teams (Project Management, Solution Architecture, and Conversational Design) to validate feasibility and ensure smooth execution.
• Acting as a liaison between clients, sales, and services teams to ensure communication, accuracy, and efficiency throughout the project lifecycle.
• Identifying and mitigating risks across pre-sales and delivery phases, driving accountability across all stakeholders.
• Continuously contributing to process improvement initiatives to enhance operational efficiency within the Professional Services organization.

Growth Potential

At Cognigy we are committed to your professional growth. This role offers significant opportunities for career development, including access to ongoing training, and involvement in high-impact projects allowing you to showcase and advance your unique skills and experience.

About you
You're an analytical and detail-oriented professional with a strong understanding of Professional Services delivery in the AI, automation, or contact center space. You're passionate about bridging technical, business, and customer success perspectives to ensure seamless execution of complex enterprise projects.

Key Requirements:

• Experience: 4–8 years in AI technology, Professional Services, or consulting - ideally within Conversational AI or Contact Center industries.
• Project Management / Analyst Expertise: Proven track record in managing and delivering enterprise projects, from scoping through implementation.
• Technical Understanding: Familiarity with Professional Services delivery roles (PM, SA, CD) and chatbot architecture, including APIs and integrations.
• Analytical Skills: Strong ability to manage multiple SOWs and quotes simultaneously with exceptional attention to detail.
• Communication: Excellent interpersonal and stakeholder management skills across technical and non-technical teams.
• Tools: Proficiency in tools like Jira, Confluence, and SharePoint.
• Languages: Fluent in English (German a plus).

Life at Cognigy - What we offer you

We are an ambitious and international tech company with a great culture, and we make sure that everyone feels welcome. Our excellent benefits make us a fantastic place to work - these include

• Attractive and performance-oriented salary
• Company Pension Scheme
• 25 days paid leave, plus 5 floating days, plus public holidays
• Unique opportunity to help build and shape the company, with little hierarchy
• Flexible working options
• Colleague recognition, reward and celebration events
• Global Employee Assistance Program
• ClassPass membership, giving you access to a variety of fitness and wellness experiences
• Ongoing learning and development opportunities, including Udemy
• One paid 'Giving Back Day' each year, so you can volunteer for a charity or community activity of your choice
• Subscription to the Calm app for you plus five friends/family members, giving you access to guided meditation, sleep stories, music, masterclasses, and much more

Equal Opportunity Employer Statement - Cognigy does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.