Cloud Contact Center Solutions Expert Latina

Job Level: Professional

Location:

Bucarest, RO, 020339 MILANO, IT, 20100

Area of Expertise: Operations

Unit: Allianz Partners

Employing Entity: AWP P&C S.A.

Job Type: Full-Time

Remote Job: Hybrid working

Employment Type: Permanent

ID: 89854

Position Cluster: Non-Executive

Location: Italy (Milano or Casarano) or Romania (Bucharest)

JOB SUMMARY

The Operations Digital Transformation unit drives the planning and implementation of key initiatives aimed at transforming the Allianz Partners operational model. The CCCS Local Expert – Latina is the primary contact for Cloud Contact Center operations across Italy, ensuring stable operations, continuous improvement, and local adoption of digital tools (CCCS, Conversational AI, Workforce Management).

The CCCS 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 CCCS solutions. They also serve as the primary point of contact for incident and bug resolution, delivering first-line support.

WHAT YOU DO

Provide 1st level support for Contact Center Solution operations, changes, and daily business processes as part of the incident management process.
Continuously enhance global Contact Center Solution KPIs and indicators through self-driven improvements.
Support communication channel integration for Contact Center Solution solutions, including setup, configuration, and testing as required.
Assist in the setup and configuration of Contact Center Solution for both operational use and projects.
Offer consulting support for the feasibility assessment of new Contact Center Solution solutions, collaborating with local businesses within the Contact Center Solution 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 Contact Center Solution asset-related issues with the help of the global Operations Team.

WHAT YOU BRING

Technical Skills

Very strong execution skills, ability to translate business requirements in Contact Center solutions, (e.g. Genesys, Content Guru, CISCO, Avaya…)
Ability to drive complex projects/requests, multi-task and prioritize with strong attention to details.
Strong focus on compliance and governance, albeit with a business perspective and pragmatism
Knowledge on Testing tools, Good understanding of testing requirements
Excellent problem-solving, communication, and team collaboration skills.

General Skills

High problem solution competencies, including analytical mindset and skills to analyze solutions und underlying business processes
High problem solving skills to derive necessary actions and implement pragmatic and workable solutions
Collaborative team player, positive contributing to 'creating more value together'. Cultural sensitivity in order to fit into a multinational setup.
Confident and engaging communicator with ability to resolve conflicts
Profound presentation skills

Required Experience & Education

Deep experience in automation delivery, lifecycle management and operations as well as platform and people management
>5 years of project management and/ or demand management, preferably in Conversational AI
Established track record in working with market leading CCS platforms (e.g. Content Guru, CISCO, Genesys…)
Good analytical skills and experience working with contact center customer
Knowledge on incidents, Problem, SLA, IMACs based on ITIL framework
Expertise in Conversational Artificial Intelligence, Natural Language Processing, Coding basics (e.g. JAVA, SQL) is a big plus
Education (MA level) preferably in the fields of business management
Diploma/Degree in same domain preferred

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.

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.

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.