Cloud Contact Center Solutions Expert Latina - Allianz - Milan

Job description

Location: Italy (Milano or Casarano)

JOB SUMMARY

The Operations Digital Transformation unit drives the planning and implementation of key initiatives aimed at transforming the Allianz Partners operational model. The CCS 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 (CCS, Conversational AI, Workforce Management). As Allianz Partners undergoes rapid digital transformation, this role bridges global solutions with local operational needs, manages incidents, supports change management, and maintains alignment with global standards across a cross-LoB team operating on a follow-the-sun model.

WHAT YOU DO

Oversee and coordinate resource management within the region, providing skilled staffing as required for CCS projects, CCS solution operations, and testing efforts.
Manage the regional CCS solution pipeline and act as initial gate keeper for regional CCS solution. Account for positive business case and sufficient quantitative analysis of targeted CCS Solution. Connect team experts cross-functionally on local requirements / specifications / limitations.
Report regularly on resource utilization and availability, performance status of CCS solution, pipeline opportunities and potentials risks & blockers for CCS solution roll-outs.
Facilitate stakeholder approvals and ensure to keep CCS solution requirements updated for developing new CCS solutions.
Account for necessary reviews and approval meetings, facilitating both alignments with the end-to-end process improvement team on CCS solution requirements (changes) and approval meetings before Go-Live of a CCS solution.
Manage the roll-out of CCS solutions by accounting for project timeline keeping and facilitating project activities, orchestrating necessary data collection (e.g. for NLU training), overseeing testing of CCS solution, and ensuring safe & compliant CCS solution deployment.
Identify potential delivery risks such as language capabilities and skill gaps, and devise strategies for mitigation.
Support regional Incident and Bug management, aligning with the CCS Service & Demand Manager as needed.

WHAT YOU BRING

Technical Skills

Very strong execution skills, ability to translate business requirements in technical solutions
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
Basic understanding of CCS frameworks and technologies

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. Cognigy)
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
Content Guru certification is a plus but not required
Diploma/Degree in same domain preferred
Minimum B2 level in English and Italian. Romanian skills would be highly appreciated.

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.

To Recruitment Agencies

Allianz Partners has an in-house recruitment team that sources great candidates directly. Therefore, Allianz Partners does not accept unsolicited resumes from agency or search firm recruiters. When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when there is a contract in place.Without a contract in place, we will not accept invoices on unsolicited resumes, even if the candidate was ultimately employed by Allianz Partners.

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.

Offers “Allianz”

Job description