Job description
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 in Turkey and Greece Business Units.
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.