Contact Center Agent Desktop SME

Allianz España
  • Job Purpose/ Role

    Contact Center Soluctions Team in our new Allianz Technology GDN Branch in Barcelona, Spain.

  • Key Responsibilities

    Scope of work:~crlf~~crlf~Your Agent Desktop application is at the heart of the contact center service.~crlf~~crlf~You are responsible for the application cradle to crave.~crlf~~crlf~You own, roadmap, design, development, implementation, testing, operations and decommissioning where needed.~crlf~~crlf~You permanently extend your knowledge to the operational teams to optimize support processes.~crlf~~crlf~As a CCI Technical SME you are responsible to support Customer engagement and run activities.~crlf~~crlf~You will closely collaborate with the operations and architecture as well as business design teams to refine high-level design of the agent desktop and to further develop the~crlf~product with internal and 3rd party vendors.~crlf~~crlf~You will be key point of contact for operational escalation and new requirements for the Agent Desktop application.

  • Key Requirements/ Skills

    Requirements:~crlf~~crlf~Technical degree in Telecommunications Technology or similar acquired knowledge.~crlf~~crlf~Minimum of 5 years’ experience in contact center technology and processes.~crlf~~crlf~Contact Center experience on technical- and business process level.~crlf~~crlf~Experience with large scale CTI / CSTA / JTAPI / TAPI integrations running on CTIOS.~crlf~~crlf~Know how about voice recording and customer authentication (ASC,Nice,Verint,Cisco).~crlf~~crlf~Certified Cisco Voice or Network specialist and ITIL V3 foundation are a plus.~crlf~~crlf~Experience with CISCO IP Phones is required but other major IP phones are beneficial.~crlf~~crlf~Work experience in large IT infrastructure projects with multiple vendors and work streams.~crlf~~crlf~Ability to explain complex technical systems clearly.~crlf~~crlf~Experienced in customer communication.~crlf~~crlf~Excellent understanding of business processes within the contact center domain.~crlf~~crlf~Excellent knowledge of Cisco Contact Center technology.~crlf~~crlf~Excellent track record and successfully delivering complex and tight telecommunication projects.

  • About Allianz

    Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 88 million private and corporate customers and more than 140,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~Allianz is an equal opportunity employer. Everybody is welcome, regardless of other characteristics such as gender, age, origin, nationality, race or ethnicity, religion, disability, or sexual orientation.

    Allianz Seguros es la principal filial del Grupo Allianz en España y una de las compañías líderes del sector asegurador español. La compañía tiene la vocación de ofrecer las mejores soluciones aseguradoras y financieras. Cuenta con una de las gamas de productos más completa e innovadora del mercado y se basa en el concepto de seguridad integral. Por eso, los productos y servicios que ofrece la compañía van desde el ámbito personal y familiar al empresarial.

    Para más información, por favor visita nuestra web:~crlf~https://www.allianz.es/descubre-allianz/allianz-seguros/trabaja-con-nosotros/bolsa-empleo.~crlf~En Allianz Seguros tenemos el compromiso de mantener y desarrollar un entorno de trabajo en el que se respeten y valoren los principios de Diversidad del Grupo Allianz y se promueva la igualdad de oportunidades entre mujeres y hombres en cada uno de los ámbitos en los que la Compañía desarrolla su actividad, no tolerando discriminación basada en criterios tales como: edad, sexo, estado civil, raza, origen étnico, capacidades diferentes, tendencias políticas o actividades de representantes de los trabajadores/as, religión u orientación sexual.~crlf~~crlf~

Job Purpose/ Role

Contact Center Soluctions Team in our new Allianz Technology GDN Branch in Barcelona, Spain.

Key Responsibilities

Scope of work:~crlf~~crlf~Your Agent Desktop application is at the heart of the contact center service.~crlf~~crlf~You are responsible for the application cradle to crave.~crlf~~crlf~You own, roadmap, design, development, implementation, testing, operations and decommissioning where needed.~crlf~~crlf~You permanently extend your knowledge to the operational teams to optimize support processes.~crlf~~crlf~As a CCI Technical SME you are responsible to support Customer engagement and run activities.~crlf~~crlf~You will closely collaborate with the operations and architecture as well as business design teams to refine high-level design of the agent desktop and to further develop the~crlf~product with internal and 3rd party vendors.~crlf~~crlf~You will be key point of contact for operational escalation and new requirements for the Agent Desktop application.

Key Requirements/ Skills

Requirements:~crlf~~crlf~Technical degree in Telecommunications Technology or similar acquired knowledge.~crlf~~crlf~Minimum of 5 years’ experience in contact center technology and processes.~crlf~~crlf~Contact Center experience on technical- and business process level.~crlf~~crlf~Experience with large scale CTI / CSTA / JTAPI / TAPI integrations running on CTIOS.~crlf~~crlf~Know how about voice recording and customer authentication (ASC,Nice,Verint,Cisco).~crlf~~crlf~Certified Cisco Voice or Network specialist and ITIL V3 foundation are a plus.~crlf~~crlf~Experience with CISCO IP Phones is required but other major IP phones are beneficial.~crlf~~crlf~Work experience in large IT infrastructure projects with multiple vendors and work streams.~crlf~~crlf~Ability to explain complex technical systems clearly.~crlf~~crlf~Experienced in customer communication.~crlf~~crlf~Excellent understanding of business processes within the contact center domain.~crlf~~crlf~Excellent knowledge of Cisco Contact Center technology.~crlf~~crlf~Excellent track record and successfully delivering complex and tight telecommunication projects.

About Allianz

Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 88 million private and corporate customers and more than 140,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group.~crlf~~crlf~Allianz is an equal opportunity employer. Everybody is welcome, regardless of other characteristics such as gender, age, origin, nationality, race or ethnicity, religion, disability, or sexual orientation.

Allianz Seguros es la principal filial del Grupo Allianz en España y una de las compañías líderes del sector asegurador español. La compañía tiene la vocación de ofrecer las mejores soluciones aseguradoras y financieras. Cuenta con una de las gamas de productos más completa e innovadora del mercado y se basa en el concepto de seguridad integral. Por eso, los productos y servicios que ofrece la compañía van desde el ámbito personal y familiar al empresarial.

Para más información, por favor visita nuestra web:~crlf~https://www.allianz.es/descubre-allianz/allianz-seguros/trabaja-con-nosotros/bolsa-empleo.~crlf~En Allianz Seguros tenemos el compromiso de mantener y desarrollar un entorno de trabajo en el que se respeten y valoren los principios de Diversidad del Grupo Allianz y se promueva la igualdad de oportunidades entre mujeres y hombres en cada uno de los ámbitos en los que la Compañía desarrolla su actividad, no tolerando discriminación basada en criterios tales como: edad, sexo, estado civil, raza, origen étnico, capacidades diferentes, tendencias políticas o actividades de representantes de los trabajadores/as, religión u orientación sexual.~crlf~~crlf~


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We build on work time models that give our employees flexibility in planning and arranging their work and leisure time. 
You are encouraged to expand your skills and create a career across functions, countries and Allianz entities.
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We are composed of more than 2.700 employees who serve more than 4.5 million customers, obtaining a total turnover of 3.047 billion euros, in 2016. (Spanish)

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