Technical Contact Center Application Specialist en Barcelona

Allianz es el hogar para los que se atreven - el lugar donde poder tomar la iniciativa para desarrollarse profesionalmente y colaborar en mantener nuestra posición global de liderazgo.

Preocupándose por las personas - tanto por sus 85 millones de clientes, como por sus más de 142.000 empleados/as - Allianz fomenta una cultura en la que se anima a sus empleados/as a compartir, participar, abordar tendencias actuales y desafiar el negocio.

Nuestro principal objetivo es ser el referente de nuestros clientes, brindándoles la confianza necesaria para crecer.

Si te atreves, únete al grupo Allianz.

Program brief

Contact Center Services delivers a global contact center for Allianz OE. For the Barcelona based Center of Competence a subject matter expert Agent Desktop is being hired.

Job Summary

• Your Agent Desktop application is at the heart of the contact center service.
• You are responsible for the application cradle to crave.
• You own, roadmap, design, development, implementation, testing, operations and decommissioning where needed.
• You permanently extend your knowledge to the operational teams to optimize support processes
• As a CCI Technical SME you are responsible to support Customer engagement and run activities.
• You will closely collaborate with the operations and architecture as well as business design teams to refine high-level design of the agent desktop and to further develop the product with internal and 3rd party vendors.
• You will be key point of contact for operational escalation and new requirements for the Agent Desktop application.

Languages

• English (fluent)
• 2^nd and 3^rd language are a strong plus

Knowledge, Skills, & Abilities

• Market knowledge of telecommunications technologies currently being implemented in the contact center environment e.g. CISCO, AVAYA, ALCATEL       
• Excellent understanding of business processes within the contact center domain
• Excellent knowledge of Cisco Contact Center technology
• Excellent track record and successfully delivering complex and tight telecommunication projects
• Experience in implementation of infrastructure projects and vendor management
• Good working overview of upcoming state-of-the-art technologies in the carrier and applications sector for contact centers
• Project Management Knowledge would be an added advantage

Experience

• Technical degree in Telecommunications Technology or similar acquired knowledge
• Minimum of 5 years’ experience in contact centre technology and processes

• Contact Center experience on technical- and business process level

• Experience with large scale CTI / CSTA /  JTAPI / TAPI integrations running on CTIOS
• Know how about voice recording and customer authentication (ASC,Nice,Verint,Cisco)
• Certified Cisco Voice or Network specialist and ITIL V3 foundation are a plus
• Experience with CISCO IP Phones or other major IP phones are beneficial
• Work experience in large IT infrastructure projects with multiple vendors and work streams
• Ability to explain complex technical systems clearly
• Experienced in customer communication