Job Purpose:

The Operations Digital Transformation unit at Allianz Partners is seeking a Contact Center Solution Specialist to oversee and implement our Contact Center strategic goals within a designated region. This role focuses on leveraging Cloud Contact Center Solutions (CCS) and AI-enabled technologies to improve customer engagement, increase efficiency, and drive growth. The CCS Local Manager 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.

Additionally, the role involves utilizing AI-enhanced tools and automation technologies to support operational processes, improve system performance, and enable data-driven decision-making. While not a core AI development role, this position requires familiarity with AI-driven solutions to optimize contact center operations and enhance customer experiences.

Key Responsibilities:

Operational Support and Incident Management:

• Provide 1st level support for CCS operations, changes, and daily business processes as part of the incident management process.
• Troubleshoot and resolve any CCS asset-related issues with the help of the global Operations Team, leveraging AI-enabled diagnostic tools where applicable.
• Monitor system performance and mitigate risks associated with CCS solutions, supported by data analytics and automation tools.
  
  

Continuous Improvement and KPI Enhancement:

• Continuously enhance global CCS KPIs and indicators through data-driven improvements and automation technologies.
• Identify areas for optimization and implement AI-enhanced solutions to improve efficiency and reduce manual intervention.
  
  

Communication Channel Integration and Configuration:

• 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, ensuring alignment with AI-driven conversational platforms where applicable.
  
  

Consulting and Feasibility Assessment:

• 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.
  
  
  

Documentation and Development Updates:

• Update and document legacy and target business rules, providing development status updates where applicable.
• Ensure all CCS-related processes and configurations are documented, incorporating AI-driven insights for future enhancements.
  
  
  

Key Requirements:

Experience and Skills:

• 5+ years of experience in project or demand management, preferably in Contact Center solutions.
• Strong expertise in automation delivery, lifecycle management, and CCS platforms (e.g., Cognigy).
• Familiarity with Conversational AI, Natural Language Processing (NLP), and basic coding (e.g., JAVA, SQL).
• Knowledge of testing tools, ITIL frameworks (incidents, SLA), and CCS technologies.
• Experience in leveraging AI-enabled tools and data-driven analytics to monitor and optimize system performance.
• Excellent problem-solving, communication, and team collaboration skills.
• English level minimum B2.
  
  

Preferred Qualifications:

• MA level education in business management or related fields.
• Certification in Content Guru or similar CCS platforms.
• Familiarity with AI-powered contact center solutions and cloud-based automation technologies.

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.