(Re-org) GCC MX - Contact Center Solutions engineer (mfx)

Job description

The Operations Innovation & Telephony Unit drives the planning and implementation of key disruptive initiatives aiming to radically transform the AzP Operational Model. The Operations Innovation & Telephony unit typically covers topic related to the application of Robotics Process Automation (RPA), Chat or VoiceBot, Predictive Analytics, Image Recognition, Visual (VR or any other Artificial Intelligence based application in

Operations (e.g. text analytics), as well as Group telephony applications.

Within that setup the telephony team drives different migration projects in the call center environment as well as managing projects cross- & within the AzP Line of Businesses. Main focus is on transformation of customer trestment processes into the group standard and provisioning of a high-quality contact center support service to our local entities (Business Units, BUs) worldwide.

A strong expertise in call center environment, customer treatments, reporting strategies is a key success factors in driving the targeted change.

The Contact Center Solutions engineer (m/f/x) provide technical support to users. They respond to incoming requests via SNOW, email or phone for issues of contact center operations. Coordinate with different international teams, Supplier/Providers to resolve the issue. Additionally track the incidents, monitor tools, process the operational demands, support on MACs. Follow ITL Framework.

Additional our Contact Center Solutions engineer (m/f/x) should have experience in explaining / training complex systems setup to our BU's to support self-service capabilties.

With strong focus on digital innovation, AzP Operations undergo a fast transformation with new channels and technologies being implemented simultaneously. In that context, the Operations innovation & telephony Unit needs to connect and align with Business and Process Owners to bring new cloud/ Al based solutions into existing processes, and how to define the learning curves and ramp-up, as well as the operational readiness to launch new processes. As technology and processes evolve, this area will maintain a close and frequent communication to other Global functions and local Business Units to continuously enhance processes and solutions. Support the change management of the local Business Units towards adoption and active use of the new tools. Work within a global cross-Loß operations team based on follow-the-sun principle working on same tools, methods, and systems across the globe.

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. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.