Location: Italy (Milano or Casarano)
JOB SUMMARY
The Operations Digital Transformation unit drives the planning and implementation of key initiatives aimed at transforming the Allianz Partners operational model. The CCS Local Expert Latina is the primary contact for Cloud Contact Center operations across Italy, ensuring stable operations, continuous improvement and local adoption of digital tools (CCS Conversational AI Workforce Management). This role bridges global solutions with local operational needs, managing incidents, supporting change management and maintaining alignment with global standards across a cross‑LoB team operating on a follow‑the‑sun model.
WHAT YOU DO
* Oversee and coordinate resource management within the region, providing skilled staffing for CCS projects, solution operations and testing efforts.
* Manage the regional CCS solution pipeline, acting as initial gate keeper for regional CCS solutions. Account for positive business case and sufficient quantitative analysis of targeted CCS solutions and connect team experts cross‑functionally on local requirements, specifications and limitations.
* Report regularly on resource utilization and availability performance status of CCS solution pipeline opportunities and potential risks & blockers for CCS solution roll‑outs.
* Facilitate stakeholder approvals and keep CCS solution requirements updated for developing new CCS solutions.
* Account for necessary reviews and approval meetings, facilitating alignments with the end‑to‑end process improvement team on CCS solution requirements and approval meetings before Go‑Live of a CCS solution.
* Manage the roll‑out of CCS solutions, accounting for project timeline, keeping and facilitating project activities, orchestrating necessary data collection (e.g. for NLU training) and overseeing testing of CCS solutions to ensure safe & compliant deployment.
* Identify potential delivery risks such as language capabilities and skill gaps and devise strategies for mitigation.
* Support regional Incident and Bug management aligning with the CCS Service & Demand Manager as needed.
WHAT YOU BRING
Technical Skills
* Very strong execution skills, ability to translate business requirements into technical solutions.
* Ability to drive complex projects/requests, multitask and prioritize with strong attention to details.
* Strong focus on compliance and governance, with a business perspective and pragmatism.
* Knowledge of testing tools and good understanding of testing requirements.
* Basic understanding of CCS frameworks and technologies.
General Skills
* High problem‑solving competencies, analytical mindset and skills to analyze solutions and underlying business processes.
* Collaborative team player, positive contributor to creating more value together. Cultural sensitivity to fit into a multinational setup.
* Confident and engaging communicator with ability to resolve conflicts.
* Profound presentation skills.
Required Experience & Education
* Deep experience in automation delivery lifecycle management and operations, as well as platform and people management.
* 5+ years of project management and/or demand management, preferably in Conversational AI.
* Established track record in working with market‑leading CCS platforms (e.g. Cognigy).
* Good analytical skills and experience working with contact center customers.
* Knowledge of incidents, Problem SLA, IMACs based on ITIL framework.
* Expertise in Conversational Artificial Intelligence, Natural Language Processing and coding basics (e.g. JAVA, SQL) is a big plus.
* Education (MA level) preferably in business management.
* Content Guru certification is a plus but not required.
* Diploma/Degree in same domain preferred.
* Minimum B2 level in English and Italian. Romanian skills would be highly appreciated.
WHAT WE OFFER
We empower and encourage personal and professional development, offering a large variety of courses and targeted development programs. In a global environment, international mobility and career progression are encouraged. Caring for health and well‑being is a key priority. We build Work Well programs to provide peace of mind and flexibility for a better work‑life balance.
Equal Opportunity & EEO Statement
We therefore welcome applications regardless of ethnicity, cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. We are committed to providing an inclusive workplace where people and performance both matter and nurture a culture grounded in integrity, fairness, inclusion and trust.
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