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).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 DoOversee 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 potential 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 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 BringTechnical SkillsVery strong execution skills, ability to translate business requirements into technical solutionsAbility to drive complex projects/requests, multi-task and prioritize with strong attention to detailsStrong focus on compliance and governance, with a business perspective and pragmatismKnowledge of testing tools, good understanding of testing requirementsBasic understanding of CCS frameworks and technologiesGeneral SkillsHigh problem-solving competencies, analytical mindset and skills to analyze solutions and underlying business processesCollaborative team player, positive contributor to "creating more value together".Cultural sensitivity in a multinational setupConfident and engaging communicator with ability to resolve conflictsProfound presentation skillsRequired Experience & EducationDeep experience in automation delivery, lifecycle management and operations as well as platform and people managementMore than 5 years of project management and/or demand management, preferably in Conversational AITrack record in working with market-leading CCS platforms (e.g. Cognigy)Good analytical skills and experience working with contact center customersKnowledge of incidents, Problem, SLA, IMACs based on ITIL frameworkExpertise in Conversational Artificial Intelligence, Natural Language Processing, coding basics (e.g. JAVA, SQL) is a big plusEducation (MA level) preferably in business managementContent Guru certification is a plus but not requiredDiploma/Degree in same domain preferredMinimum B2 level in English and Italian; Romanian skills would be highly appreciatedWhat We OfferWe provide a global environment with international mobility and career progression opportunities, a variety of courses and targeted development programs, health and wellbeing support through Work Well programmes, and a focus on work-life balance.Equal Opportunity StatementWe 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.#J-*****-Ljbffr