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.

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

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

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