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Business Architecture-Product and Governance Expert



IT, Product
Barcelona, Spain
Posted on Thursday, March 7, 2024

Are you thinking of next steps in your career path? You deserve a company that really cares about its talent.

At Allianz, we are looking for a Product and Governance Expert in order to join our hub, based in Barcelona center.

Our Business Architecture Department is responsible for the implementation, support and operational processes for Allianz Partners Corporate Contact Center platforms. We are also building a state-of-the-art cloud based platform that will modernize and continue to provide support to our customers call center environments, improve the end customer experience as well as harmonize our reporting processes through unique tools.

The ideal candidate will prefer the excitement of shaping the technology evolution over following the beaten path and regards highly qualified colleagues not as competition, but as a learning opportunity. The candidate shows a willingness to travel and excels in pinpointing key challenges related to contact center technology products, approvals and implementations.

You Will

  • Required experience managing interactions across multiple channels such as call center technology and Omnichannel services (Teams, SMS, Email and Chat)
  • Gathers detailed requirements and creates product guidelines for product owners from an product governance point of view.
  • Verifies created system and product specifications of the different squads and if they follow the guidelines.
  • Supports translation of business requirements into comprehensive technical system specifications.
  • Maps and documents the dependencies and influences of new system requirements.
  • Responsible for creating and maintaining structured system specific documentation. Works with the product owners and development teams to ensure that the implemented functionality meets architectural and design guidelines.
  • Cultivates good relationships with program stakeholders and communicates transparently.
  • Supports the entire development lifecycle and reviews test cases for QA to ensure proper testing.
  • Provides subject matter expertise for change management processes and systems.
  • Identifies new contact centre trends and discusses them with the business.
  • Defines the ultimate vision for proof-of-concept and solution technical architecture, e.g. high-level view of capabilities and requirements of underlying database, presentation, technologies etc.
  • Develops application designs and blueprints and creates Business Architecture deliverables that are consistent with SOA (service-oriented architecture) principles.
  • Identifies relevant logical modules and services to fulfil future solution architecture.
  • Makes high-level design decisions on the structure and interaction of modules and services.
  • Identifies potential evolution paths to the ultimate solution vision.
  • Communicates impacts of architectural decisions and issues to all stakeholders.

Your Skills

  • Technical degree in Telecommunications Technology or similar acquired Knowledge
  • Working experience of 5 to 10 years in similar domain
  • Experience of working in Agile team structure
  • Experience with Cloud environments.
  • Experience with Content Guru as provider will be a plus
  • At least 3 years’ experience in contact centre systems analysis, ideally in designing contact centre services, processes and environments
  • Experience in working with global, multi-cultural teams
  • Experience working in complex IT development projects
  • Understand Contact Centre ECO systems dependencies for example with PCI requirements, CRM tools or Reporting Applications, Workforce Management, Call Recording et.
  • Understand business interactions, logic, processes and impacts.

  • Communication – Exhibits excellent communication skills, experience facilitating and supporting communication amongst stakeholders. Able to ensure information is distributed within the project.
  • Analytical – Able to synthesize complex and diverse information, collect and interpret data, and design work flows and procedures.
  • Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes
    information efficiently, developing alternative and innovative solutions. Works well in group problem solving situations and uses reason even when dealing with emotional topics.
  • Quality of Work – Pays attention to detail, including accuracy and thoroughness of work completed. Always looking for ways to improve and promote quality. Applies feedback to improve performance of self and others.
  • Adaptability – Able to adapt to changes in the work environment. Competent at managing competing demands, including changing approach or method to best fit the situation and resources at hand. Able to deal with frequent change, delays, or unexpected events.
  • Judgment - Displays willingness to make decisions. Exhibits sound and accurate judgment while able to support and explain reasoning for decisions. Includes appropriate people in decision-making process to ensure timely decisions can be made.
  • Planning/Organizing - Prioritizes and plans work activities to make efficient use of time. Able to plan for additional resources when needed, set achievable goals and objectives, organize schedules and tasks for others, and develop realistic action plans.
  • Dependability and Commitment - Follows instructions, responds to direction from management, and takes responsibility for own actions. Completes tasks on time or notifies appropriate person with an alternate plan in advance of deadlines.
  • Coding – Understand code and is able to review it.

Your benefits:

  • We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad
  • We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location)
  • From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered
  • Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach

42575 | Ingeniería informática y tecnológica | Profesional / Senior | Non-Executive | Allianz Technology | Jornada completa | Indefinido

About Allianz Technology

Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 13,000 employees located in 22 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry.

We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age.

D&I statement

Allianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We are interested in your strengths and experience. We welcome all applications from all people regardless of gender identity and/or expression, sexual orientation, race or ethnicity, age, nationality, religion, disability, or philosophy of life.

Join us. Let´s care for tomorrow.

You. IT