Cloud Contact Center Solutions Expert Latina

OverviewCloud Contact Center Solutions Expert Latina.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 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 gatekeeper 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 Skills: Very strong execution skills, ability to translate business requirements into technical solutions; ability to drive complex projects/requests, multi-task and prioritize with strong attention to detail; strong focus on compliance and governance with a pragmatic business perspective; knowledge of testing tools and testing requirements; basic understanding of CCS frameworks and technologies.General Skills: High problem-solving competencies, analytical mindset and ability to analyze solutions and underlying business processes; collaborative team player with a positive approach to creating value; cultural sensitivity for a multinational setup; confident and engaging communicator with ability to resolve conflicts; proficient presentation skills.Required Experience & EducationDeep 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 customers; 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 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 offerOur employees play an integral part in our success as a business.We empower and encourage personal and professional development with a large variety of courses and targeted development programs within a global environment that promotes international mobility and career progression.We prioritize health and wellbeing through Work Well programs for peace of mind and better work-life balance.Note for recruitment agencies:Allianz Partners has an in-house recruitment team and does not accept unsolicited resumes.When working with agencies, engagement is formalized by contract.Fees are paid only when a contract is in place.Job identifiers and location: Allianz Partners | Cloud Contact Center Solutions Expert Latina • Milano, IT; J-*****-Ljbffr; Cloud Contact Center Solutions Expert Latina • Rome, Italy.#J-*****-Ljbffr