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

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 topics 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. The main focus is on the transformation of customer treatment processes into the group standard and the provisioning of a high-quality contact center support service to our local entities (Business Units, BUs) worldwide.

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

The Contact Center Solutions Engineer (m/f/x) provides technical support to users. They respond to incoming requests via SNOW, email, or phone for issues of contact center operations. They coordinate with different international teams, Suppliers/Providers to resolve the issues. Additionally, they track the incidents, monitor tools, process the operational demands, and support on MACs while following the ITIL Framework.

Additionally, our Contact Center Solutions Engineer (m/f/x) should have experience in explaining/training complex systems setup to our BUs to support self-service capabilities.

With a strong focus on digital innovation, AzP Operations undergoes 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/AI-based solutions into existing processes and 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 close and frequent communication with 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 the follow-the-sun principle, working on the 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, grow, and 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.