Contact Center Solutions Expert

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

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.

Key Requirements:

• 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).
• 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.
• English level min. B2
• MA level education in business management or related fields preferred.
• Content Guru certification is a plus.

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. 

Great to have you on board. Let's care for tomorrow. 

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.