Are you considering your next career move? At Allianz, we are seeking an Architect to join our Contact Center Solutions Department. The department is responsible for implementing, supporting, and managing operational processes for Allianz Entities Corporate Contact Center platforms. Additionally, we are developing a cutting-edge Cloud-Based Platform to modernize customer call centre environments, enhance the end customer experience, and streamline reporting processes.
Job Summary
The perfect candidate should have experience in the Add on apps skill e.g WFM, Call recording, Email/Chat Omnichannel integration with Contact Cetner environment. Detail skill requirements are mentioned below.
Required experience managing interactions across multiple channels such as call center technology and Omnichannel services (Teams, SMS, Email and Chat)
Creates product requirements based on input from the product readiness and governance squad.
Supports the vendor in understanding of the defined requirements.
Verifies created system and product specifications from the vendor meet the required guidelines.
Supports translation of business requirements into comprehensive technical system specifications.
Maps and documents the dependencies and influences of new system requirements.
Responsible for creating and maintaining structured system specific documentation.
Works with the product owners and development teams to ensure that implemented functionality meets architectural and design guidelines.
Cultivates good relationships with program stakeholders and communicates transparently.
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Supports the entire development lifecycle and reviews test cases for QA to ensure proper testing.
Defines the ultimate vision for proof-of-concept and solution technical architecture, e.g. low level view of capabilities and requirements of underlying database, presentation, technologies etc.
Develops application designs and blueprints and creates Business Architecture deliverables that are consistent with SOA (service-oriented architecture) principles.
Identifies relevant logical modules and services to fulfil future solution architecture.
Makes low level design decisions on the structure and interaction of modules and services.
Identifies potential evolution paths to the ultimate solution vision.
Communicates impacts of architectural decisions and issues to all stakeholders
Communication – Exhibits excellent communication skills, experience facilitating and supporting communication amongst stakeholders. Able to ensure information is distributed within the project.
Analytical – Able to synthesize complex and diverse information, collect and interpret data, and design work flows and procedures.
Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes
information efficiently, developing alternative and innovative solutions. Works well in group problem solving situations and emotional topics.
Quality of Work – Pays attention to detail, including accuracy and thoroughness of work completed. Always looking for ways to improve and promote quality. Applies feedback to improve performance of self and others.
Adaptability – Able to adapt to changes in the work environment. Competent at managing competing demands, including changing approach or method to best fit the situation and resources at hand. Able to deal with frequent change, delays, or unexpected events.
Judgment - Displays willingness to make decisions. Exhibits sound and accurate judgment while able to support and explain reasoning for decisions. Includes appropriate people in decision-making process to ensure timely decisions can be made.
Planning/Organizing - Prioritizes and plans work activities to make efficient use of time. Able to plan for additional resources when needed, set achievable goals and objectives, organize schedules and tasks for others, and develop realistic action p
Working experience of 5 to 10 years in similar domain
Experience of working in Agile team structure
Experience with Cloud environments.
Experience with Content Guru as provider will be a plus
At least 3 years’ experience in contact centre systems analysis, ideally in designing contact centre services, processes and environments
Experience in working with global, multi-cultural teams
Experience working in complex IT development projects
Understand Contact Centre ECO systems dependencies for example with PCI requirements, CRM tools or Reporting Applications, Workforce Management, Call Recording et.
Understand business interactions, logic, processes and impacts.
PART 3
Duties and Responsibilities
List in order of importance and state approximate weightage accorded to each.
Primary responsibility to support Contact Center Operation
50%
Infrastructure Cloud Operations best practices and support
25%
Infrastructure Network optimization and support
25%
PART 4
Qualification, Experience, Technical and Functional Skills
Graduate BE, BTECH, BSc.
Experience in tools like JIRA, SNOW
Understand the SaaS solution
Experience in comparable role
PART 5
Key Competencies
Understanding of SaaS solution
Experience in Contact Center
Understanding of various tools like JIRA, SNOW
Good to have Having a basic understanding or exposure to AI tools would be a plus.Familiarity with basic AI tools is considered an advantage.Basic knowledge or experience with AI tools will be beneficial.Exposure to AI tools, even at a basic level, is a value-add.A fundamental grasp of AI tools will be an added benefit.Your benefits:We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroadWe believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location)From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fosteredFlexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teachAbout Allianz TechnologyAllianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 13,000 employees located in 22 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry.We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age.
D&I statementAllianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We are interested in your strengths and experience. We welcome all applications from all people regardless of gender identity and/or expression, sexual orientation, race or ethnicity, age, nationality, religion, disability, or philosophy of life.Join us. Let´s care for tomorrow.You. IT
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.
At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.
We therefore 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.
Join us. Let's care for tomorrow.
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