Cloud Contact Center Solutions Expert Latina

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.

89854 Operations Professional Non-Executive Allianz Partners Full-Time Permanent

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. Lets 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.