Contact Center Business Architect

Allianz España
  • Job Purpose/ Role

    Contact Center Solutions Team in Barcelona (GDN Branch)

  • Key Responsibilities

    Gathers detailed requirements and creates system specifications.~crlf~~crlf~Translates business requirements into comprehensive technical system specifications.~crlf~~crlf~Maps/documents the dependencies and influences of new system requirements~crlf~~crlf~Responsible for creating and maintaining structured system specific documentation~crlf~ ~crlf~Works with the project managers and development teams to ensure that implemented functionality meets architectural and design guidelines.~crlf~~crlf~Responsible for producing release notes and roadmaps.~crlf~~crlf~Cultivates good relationships with program stakeholders and communicates transparently.~crlf~~crlf~Supports the entire development lifecycle and reviews test cases for QA to ensure proper testing.~crlf~~crlf~Provides subject matter expertise for change management processes and systems~crlf~~crlf~Identifies new contact center trends and discusses them with the business .~crlf~~crlf~Defines the ultimate vision for proof-of-concept and solution technical architecture, e.g. high level view of capabilities and requirements of underlying database, presentation, technologies and so on.~crlf~ ~crlf~Develops application designs/blueprints and creates Business Architecture deliverables that are consistent with SOA (service-oriented architecture) principles.~crlf~ ~crlf~Identifies relevant logical modules and services to fulfill future solution architecture~crlf~ ~crlf~Makes high-level design decisions on the structure and interaction of modules and services.~crlf~ ~crlf~Identifies potential evolution paths to the ultimate solution vision.~crlf~ ~crlf~Communicates implications of architectural decisions and issues to all stakeholders.

  • Key Requirements/ Skills

    Technical degree in Telecommunications Technology or similar acquired knowledge.~crlf~~crlf~Fluent in English.~crlf~~crlf~Experience as Contact Center Business Analyst.~crlf~ ~crlf~5+ years’ experience in designing CallFlow, Contact Center Reports.~crlf~ ~crlf~Experience in creating Contact Center User Interfaces.~crlf~ ~crlf~5+ years’ experience in controlling and reporting on a contact center business.~crlf~ ~crlf~Past experience as contact center agent or team lead is a plus.~crlf~ ~crlf~Experience in working with global, multi-cultural teams.~crlf~ ~crlf~Experience working in complex IT development 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 Solutions Team in Barcelona (GDN Branch)

Key Responsibilities

Gathers detailed requirements and creates system specifications.~crlf~~crlf~Translates business requirements into comprehensive technical system specifications.~crlf~~crlf~Maps/documents the dependencies and influences of new system requirements~crlf~~crlf~Responsible for creating and maintaining structured system specific documentation~crlf~ ~crlf~Works with the project managers and development teams to ensure that implemented functionality meets architectural and design guidelines.~crlf~~crlf~Responsible for producing release notes and roadmaps.~crlf~~crlf~Cultivates good relationships with program stakeholders and communicates transparently.~crlf~~crlf~Supports the entire development lifecycle and reviews test cases for QA to ensure proper testing.~crlf~~crlf~Provides subject matter expertise for change management processes and systems~crlf~~crlf~Identifies new contact center trends and discusses them with the business .~crlf~~crlf~Defines the ultimate vision for proof-of-concept and solution technical architecture, e.g. high level view of capabilities and requirements of underlying database, presentation, technologies and so on.~crlf~ ~crlf~Develops application designs/blueprints and creates Business Architecture deliverables that are consistent with SOA (service-oriented architecture) principles.~crlf~ ~crlf~Identifies relevant logical modules and services to fulfill future solution architecture~crlf~ ~crlf~Makes high-level design decisions on the structure and interaction of modules and services.~crlf~ ~crlf~Identifies potential evolution paths to the ultimate solution vision.~crlf~ ~crlf~Communicates implications of architectural decisions and issues to all stakeholders.

Key Requirements/ Skills

Technical degree in Telecommunications Technology or similar acquired knowledge.~crlf~~crlf~Fluent in English.~crlf~~crlf~Experience as Contact Center Business Analyst.~crlf~ ~crlf~5+ years’ experience in designing CallFlow, Contact Center Reports.~crlf~ ~crlf~Experience in creating Contact Center User Interfaces.~crlf~ ~crlf~5+ years’ experience in controlling and reporting on a contact center business.~crlf~ ~crlf~Past experience as contact center agent or team lead is a plus.~crlf~ ~crlf~Experience in working with global, multi-cultural teams.~crlf~ ~crlf~Experience working in complex IT development 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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