Contact Center Solutions Expert (Turkey and Greece scope)

About the role

The Operations Digital Transformation unit at Allianz Partners is looking for a Contact Center Solutions Expert to drive Cloud Contact Center initiatives across Turkey and Greece, enhancing customer engagement and operational efficiency.

Key responsibilities

• Provide 1st level support for CCS operations, changes, and daily business processes as part of incident management.
• Continuously improve global CCS KPIs and indicators through self‑driven initiatives.
• Support communication channel integration, including setup, configuration, and testing of CCS solutions.
• Assist in the setup and configuration of CCS for operational use and projects.
• Offer consulting support for feasibility assessments of new CCS solutions with local business units.
• Implement change and support requests under Demand Request Management, adhering to Group standards.
• Troubleshoot and resolve CCS asset‑related issues together with the global Operations Team.
• Update and document legacy and target business rules, providing development status updates.

Required profile

• 5+ years of experience in project or demand management, preferably in Contact Center solutions.
• Strong expertise in automation delivery, lifecycle management, and CCS platforms such as Cognigy.
• Knowledge of testing tools, ITIL frameworks (incidents, SLA), and CCS technologies.
• Proficiency in Conversational AI, Natural Language Processing, and basic coding (Java, SQL).
• Excellent problem‑solving, communication, and team collaboration skills.
• Minimum English level B2; MA level education in business management or related fields preferred.

Required skills

• Cognigy or similar CCS platform
• Automation delivery and lifecycle management
• ITIL incident and SLA management
• Conversational AI and NLP
• Java programming
• SQL