Allianz Services is proud to serve and be part of Allianz Group, one of the world's leading insurers and asset managers. Our global footprint, with more than 7,300 employees located across ten countries and four continents, enables us to unlock value for our partners across the insurance value chain and deliver superior client experience within Allianz Group. At Allianz Services, we have a strong specialization in core insurance operations, shared services, business analytics, engineering, and management consulting. Our people and our trusted relationships with partners are what matter most. These are rooted in our values of compassion, integrity, and expertise and we strive to continuously evolve, improve, and deliver excellence while contributing successfully to the transformation of Allianz. Caring actively for the environment, for people, and for our customers is what makes us a great place to work and together we are shaping a better and more caring tomorrow.

Allianz Services is a company which belongs to the legal entity, Allianz Technology SE.

Job role

We are seeking a highly skilled and motivated Business Analyst (BA) to join our team and coordinate the Contact Center Cloud configuration as a service for our OEs. The successful candidate will play a crucial role in ensuring the smooth execution of various projects, including the decommissioning of existing front office telephony, migration understanding of agents to CCS Cloud, and transfer of business ownership. The BA will work closely with stakeholders to achieve project objectives and ensure alignment with business goals.

What you will do   

Oversee the migration Facilitate the transfer of business ownership on behalf of the customer Ensure telephony cost of CCS Cloud and coordinate with the customer the service pricing accordingly. Obtain management risk acceptance from the customer Collaborate with various departments, including IT, customer service, and finance, to ensure project success. Provide regular updates and reports to stakeholders on project progress and any issues that may arise. Maintain data accuracy and consistency during the migration process. Manage stakeholder expectations and ensure alignment with AZ Tech and OEs. Address any technical issues related to the CCS Cloud and CAI platforms. Ensure adequate resources are available for the migration and integration activities. Provide comprehensive documentation of processes and workflows. Recommend optimized workflows and enhancements to current tools. Leverage the capabilities of CCS Cloud and CAI to enhance customer interactions. Conduct workshops with the customer Conduct internal discussions to understand the current "As-Is" processes and create detailed process maps. Test the AI conversation simulation solution and gather insights for the business case. Identify and mitigate risks associated with the migration and integration processes. Provide regular status updates and reports to stakeholders.

What you bring

Bachelor's degree in Business Administration, Information Technology, or a related field. Proven experience as a Business Analyst or in a similar role. Project management skills with the ability to manage multiple configurations simultaneously. Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Contact Center AI and IVR Configuration knowledge, to design, implement, and optimize call flows and IVR systems and understanding of new AI technologies to enhance customer interactions and operational efficiency.

You have

Strong analytical and problem-solving skills. Proficiency in project management software and tools. Fluent English written and spoken; Spanish or other European language is a plus.  Proactive behavior and engagement within a dynamic controlling workflow.  Structured thinking.

 

What we offer

We support your well-being 

We foster an inclusive and healthy workplace with a flexible hybrid working model: 

Experience access to counseling services, mental health resources, and well-being sessions designed to keep you feeling your best  Enjoy a monthly budget via the Benefit platform, for personalized benefits packages, including comprehensive medical subscriptions, meal tickets, private pensions plans, life insurance, Allianz Tiriac insurance discounts, and many more.  Prioritize what truly matters with time off for your birthday, extra days off for each year in Allianz (up to 5),  days off for legal holidays that fall on weekends, as well as 24th and 31st of December, plus special allowances to support diverse life events. 

We invest in your growth 

Benefit from an extensive learning curriculum designed to support your career advancement and meet your professional needs, with access to technical and soft-skills trainings, international certifications (Agile, Lean Six Sigma, Prince, ITIL, IFOA, ACCA, IACCM and more), learning resources from LinkedIn and Allianz platforms, opportunities to advance your languages skills(German, French, English) and elevate with our leadership Program.

We value you and your work 

We acknowledge and recognize your work through performance based-rewards to celebrate your achievements, team and individual recognition programs to celebrate your contributions and internal referral bonuses.  

Your personal information, including sensitive data, may be shared with Hiring Managers to assess your suitability as a candidate. Only suitable candidates will be contacted, and all applications are confidential. Allianz Group, a trusted global insurance and asset management company, values employee ambitions and challenges, fostering an empowering environment. We are committed to diversity and inclusion, welcoming applications from all backgrounds, regardless of ethnicity, age, gender, nationality, religion, disability, or sexual orientation. Allianz is an equal opportunity employer, encouraging you to bring your whole self to work. 

 

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