Business Architecture Voice Add-On Product

Are you considering your next career move? At Allianz, we are seeking an Business Architect to join our Contact Center Solutions Department in Barcelona. 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 center environments, enhance the end customer experience, and streamline reporting processes.

You will assist in developing the design of the cloud-based call center system, create an implementation roadmap, ensure the system meets the organization’s requirements, and is properly integrated into the existing processes for our Call Center Add On products. Additionally, You will have the oportunity to travel to customer or provider on-site meetings.

You Will

• Works with and manages interactions across multiple channels, including call center technology and Omnichannel services such as Teams, SMS, Email, and Chat.
• Gathering product requirements from customers for enhancements or regulatory needs
• Supporting vendors in understanding requirements
• Translating business requirements into technical system specifications
• Verifying system and product specifications
• Documenting dependencies and maintaining structured system-specific documentation
• Building good relationships with program stakeholders
• Supporting the development lifecycle.
• Smoke testing application to ensure technical accuracy of the delivered requirement.
• Reviewing test cases for UAT
• Communicating the impacts of architectural decisions and issues to all stakeholders

Your Skills

• Between 3 to 5 years of work experience in Call Center environments.
• Experience in working with Call Center technology in Cloud environments preferred.
• At least 3 years’ experience in contact centre systems analysis, ideally in designing contact centre services, processes and environments.
• Understand Contact Centre ECO systems dependencies for example with PCI requirements, CRM tools or Reporting Applications, Workforce Management, Call Recording etc.
• Computer Science Degree or Technical Certification in Telecommunication or similar field.

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 abroad
• We 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 fostered
• Flexible 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 teach

42578 | Ingeniería informática y tecnológica | Profesional / Senior | Non-Executive | Allianz Technology | Jornada completa | Indefinido

About Allianz Technology

Allianz 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 statement

Allianz 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