Contact Centre Solution Expert

Contact Centre Solution Expert

What you do

The Operations Digital Transformation unit at Allianz Partners is seeking a Contact Centre Solution Expert to oversee and implement our Contact Centre strategic goals within a designated region. This role focuses on leveraging Cloud Contact Centre Solutions to improve customer engagement, increase efficiency, and drive growth.

The Contact Center Solution Expert is responsible for local onboarding and supporting changes in the system. They are instrumental in monitoring system performance, resolving issues, and mitigating risks associated with CCS solutions. They also serve as the primary point of contact for incident and bug resolution, delivering first-line support.

Key responsibilities

• Provide 1st level support for CCS operations, changes, and daily business processes as part of the incident management process.
• Continuously enhance global CCS KPIs and indicators through self-driven improvements.
• Support communication channel integration for CCS solutions, including setup, configuration, and testing as required.
• Assist in the setup and configuration of CCS for both operational use and projects.
• Offer consulting support for the feasibility assessment of new CCS solutions, collaborating with local businesses within the CCS framework.
• Provide consulting support and implement change and support requests as part of the Demand Request Management, adhering to Group Standards.
• Troubleshoot and resolve any CCS asset-related issues with the help of the global Operations Team.
• Update and document legacy and target business rules, providing development status updates where applicable.
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use.

What you bring

• 5+ years of experience in project or demand management, preferably in Contact Centre solutions.
• Strong expertise in automation delivery, lifecycle management, and CCS platforms (e.g., Cognigy).
• Knowledge of testing tools, ITIL frameworks (incidents, SLA), and CCS technologies.
• Proficiency in Conversational AI, Natural Language Processing, and basic coding (e.g., JAVA, SQL).
• Excellent problem-solving, communication, and team collaboration skills.
• Content Guru certification is a plus.

How We Hire

Allianz Partners does not accept unsolicited CV’s or approaches from agencies. We only work with partners on our approved supplier lists, under contract. Any unsolicited submission will not be considered.

What we offer

Our employees play an integral part in our success as a business.

We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

86115 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.