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

Job Summary

The perfect candidate should have experience in the Add on apps skill e.g WFM, Call recording, Email/Chat Omnichannel integration with Contact Cetner environment. Detail skill requirements are mentioned below.

• Required experience managing interactions across multiple channels such as call center technology and Omnichannel services (Teams, SMS, Email and Chat)
• Creates product requirements based on input from the product readiness and governance squad.
• Supports the vendor in understanding of the defined requirements.
• Verifies created system and product specifications from the vendor meet the required guidelines.

 

• Supports translation of business requirements into comprehensive technical system specifications.

 

• Maps and documents the dependencies and influences of new system requirements.

 

• Responsible for creating and maintaining structured system specific documentation.
• Works with the product owners and development teams to ensure that implemented functionality meets architectural and design guidelines.
• Cultivates good relationships with program stakeholders and communicates transparently.
• Supports the entire development lifecycle and reviews test cases for QA to ensure proper testing.
• Defines the ultimate vision for proof-of-concept and solution technical architecture, e.g. low level view of capabilities and requirements of underlying database, presentation, technologies etc.
• Develops application designs and blueprints and creates Business Architecture deliverables that are consistent with SOA (service-oriented architecture) principles.
• Identifies relevant logical modules and services to fulfil future solution architecture.
• Makes low level design decisions on the structure and interaction of modules and services.
• Identifies potential evolution paths to the ultimate solution vision.
• Communicates impacts of architectural decisions and issues to all stakeholders

• Communication - Exhibits excellent communication skills, experience facilitating and supporting communication amongst stakeholders. Able to ensure information is distributed within the project.
• Analytical - Able to synthesize complex and diverse information, collect and interpret data, and design work flows and procedures.
• Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes
  information efficiently, developing alternative and innovative solutions. Works well in group problem solving situations and emotional topics.

Key Competencies

 

• Understanding of SaaS solution
• Experience in Contact Center
• Understanding of various tools like JIRA, SNOW

 

A fundamental grasp of AI tools will be an added benefit. 

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Join us. Let's care for tomorrow.