Join us as the Contact Center Solutions Lead, Americas Region, where you'll manage and innovate Contact Center solutions (CCS) and a state-of-the-art Omni Channel system across your region. Lead a team of experts in driving transformation projects with the primary goal of enhancing cost efficiency, quality, and customer satisfaction.
Be part of the Operations Digital Transformation team reporting to the Global Head of CCS enhancing the Operational Model in collaboration with RPA, AI (Chat/Voice Bots), and text analytics. Lead migration and transformation projects, standardize customer processes, and elevate global contact center support.
This is a U.S. remote based position in select states where we are authorized to hire.
Success in this role requires deep expertise in call center operations, customer treatment strategies, and reporting.
What you will do
- Coordinate resource management and staffing for CCS projects, operations, and testing.
- Report on resource utilization, solution performance, pipeline opportunities, risks, and blockers for CCS rollouts.
- Facilitate approvals and update CCS solution requirements.
- Conduct reviews and approval meetings, aligning with process improvement teams before CCS solution Go-Live.
- Oversee CCS solution roll-out, ensuring project timeline adherence, necessary data collection, testing, and compliant deployment.
- Identify delivery risks and devise mitigation strategies.
- Support regional incident and bug management.
- Participate in strategic evolution towards Contact Center Harmonization.
- Collaborate with Conversational AI.
- Promote evolution towards an Omni Channel System.
- Manage local demand and technical extensions with local business.
What you will Bring:
- Bachelor's degree in business management, communication technology, or related field, or equivalent education and relevant experience.
- 5+ years’ experience in project/demand management, preferably in Contact Center solutions.
- Experience leading diverse teams, international teams preferred
- Experience with automation delivery, lifecycle management, operations, and platform management
- Experience working with Contact Center platforms preferred (e.g., Content Guru, Avaya, Cisco).
- Knowledge of ITIL service and process management.
- Conversational AI, NLP, and basic coding (e.g., JAVA, SQL) is a plus.
- Ability to translate business requirements into technical solutions.
- Skilled in driving complex projects, multitasking, prioritizing, with attention to detail.
- Knowledge of testing tools and requirements.
- Strong problem-solving and analytical skills.
- Collaborative team player with cultural sensitivity in a multinational environment.
- Strong presentation skills.
- Ability to travel
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.
69244 | IT & Tech Engineering | 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.
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.
