Contact Center Solutions Expert Turkey And Greece Scope

Job description

The Operations Digital Transformation unit at Allianz Partners is seeking a Contact Center Solution Expert to oversee and implement our Contact Center strategic goals within a designated region. This role focuses on leveraging Cloud Contact Center Solutions to improve customer engagement, increase efficiency, and drive growth in Turkey and Greece Business Units. Key Responsibilities: Provide 1st level support for CCS operations, changes, and daily business processes as part of the incident management process. Continuously enhance global CCS KPIs and indicators through self-driven improvements. Support communication channel integration for CCS solutions, including setup, configuration, and testing as required. Assist in the setup and configuration of CCS for both operational use and projects. Offer consulting support for the feasibility assessment of new CCS solutions, collaborating with local businesses within the CCS framework. Provide consulting support and implement change and support requests as part of the Demand Request Management, adhering to Group Standards. Troubleshoot and resolve any CCS asset-related issues with the help of the global Operations Team. Update and document legacy and target business rules, providing development status updates where applicable. Key Requirements: 5+ years of experience in project or demand management, preferably in Contact Center solutions. Strong expertise in automation delivery, lifecycle management, and CCS platforms (e.g., Cognigy). Knowledge of testing tools, ITIL frameworks (incidents, SLA), and CCS technologies. Proficiency in Conversational AI, Natural Language Processing, and basic coding (e.g., JAVA, SQL). Excellent problem-solving, communication, and team collaboration skills. English level min. B2 MA level education in business management or related fields preferred. Content Guru certification is a plus.