Contact Center Solution Specialist PL and CZ
6 dni temu
Job Type: Full-Time
Remote Job: Hybrid working
Employment Type: Permanent
ID: 69071
Contact Center Solution Specialist PL and CZThe Operations Digital Transformation unit at Allianz Partners is seeking a Contact Center Solution Specialist 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.
The CCS local specialist 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 CCS solutions. They also serve as the primary point of contact for incident and bug resolution, delivering first-line support.
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.
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.
Preferred Qualifications:
- MA level education in business management or related fields.
- Content Guru certification is a plus.
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. 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. Great to have you on board. Let's care for tomorrow.
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