Senior Business Architect

Job description

About the Job 

Are you considering your next career move? At Allianz, we are seeking an Senior Business Architect to join our Contact Center Solutions Department in Barcelona. The department is responsible for implementing, supporting, and managing operational processes for Allianz Entities Corporate Contact Center platforms. Additionally, we are developing a cutting-edge Cloud-Based Platform to modernize customer call center environments, enhance the end customer experience, and streamline reporting processes.

The perfect candidate should have experience in the Product Governance Framework, which ensures products and customer requests align with strategic objectives, meet regulatory requirements, and deliver customer value. They are adept at identifying key challenges related to call center technology products, approvals, and implementations. Additionally, the candidate should be open to traveling to customer or provider on-site meetings.

What you do

• Utilize voice-based call center technology, encompassing CTI user interfaces, call flow design, and reporting.
• Create product requirements based on input from the products and governance squads
• Support the vendor in understanding defined requirements and verify system and product specifications
• Translate business requirements into technical system specifications as well as map and document dependencies and influences of new system requirements.
• Maintain structured system-specific documentation; work with product owners and development teams to ensure implemented functionality meet guidelines and support the entire development lifecycle
• Define the ultimate vision for proof-of-concept and solution technical architecture, develop application designs consistent with SOA principles, and identify relevant modules and services for future solution architecture
• Make low-level design decisions, identify potential evolution paths, and communicate impacts of architectural decisions to stakeholders

What you bring

• Experience in working with Call Center technology in Cloud environments
• Experience in Cloud Technology
• More than 3 years’ experience in contact centre systems analysis, in designing contact centre services, processes and environments.
• Understand Contact Centre ECO systems dependencies for example with PCI requirements, CRM tools or Reporting Applications, Workforce Management, Call Recording etc.
• Between 5 to 10 years of work experience in Call Center environments.
• Computer Science Degree or Technical Certification in Telecommunication or similar field.

What we offer

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad.
• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location).
• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered.
• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.