Contact Center Solutions Lead, Americas

Professional

Richmond, VA, US, 23233 Cambridge, ON, CA, N3C 4N6

Project Management

Allianz Partners

AP Solutions GmbH

Full-Time

Remote working

Permanent

47855

Non-Executive

Contact Center Solutions Lead, Americas

Join Allianz Partners as the Regional Contact Center Solutions (CCS) Lead, Americas and play a key role in driving digital transformation! You'll be at the forefront of implementing CCS strategic goals, managing the solution pipeline, and ensuring top-notch alignment with global standards. Enhance customer engagement, boost efficiency, and fuel growth by overseeing CCS resources and rollouts. Regularly report on opportunities, risks, and performance to drive continuous improvement.

Be part of the dynamic Global Operations Digital Transformation team and report to the Head of Contact Center Solutions. This unit integrates cloud/ omni-channel solutions, manages learning curves, and ensures operational readiness. This role involves continuous communication with Global functions and local Business Units to enhance processes and support tool adoption, working within a global, cross Line of Business team using the same tools and systems.

This is a U.S. or Canada remote-based position with abilty to travel.

What you will do

• Oversee and coordinate resource management within the region, providing skilled staffing as required for CCS projects, CCS solution operations, and testing efforts.
• Report regularly on resource utilization and availability, performance status of CCS solution, pipeline opportunities and potentials risks & blockers for CCS solution rollouts.
• Facilitate stakeholder approvals and ensure to keep CCS solution requirements updated for developing new CCS solutions.
• Account for necessary reviews and approval meetings, facilitating both alignments with the end-to-end process improvement team on CCS solution requirements (changes) and approval meetings before Go-Live of a CCS solution.
• Manage the roll-out of CCS solutions by accounting for project timeline keeping and facilitating project activities, orchestrating necessary data collection (e.g., for network requirements, service line specifications), overseeing testing of CCS solution, and ensuring safe & compliant CCS solution deployment.
• Identify potential delivery risks and devise strategies for mitigation.
• Support regional Incident and Bug management, aligning with the CCS Service & Demand Manager as needed.

What you will bring

• Bachelor's degree in business management, communication technology or relevant field; Master's preferred, OR equivalent combination of training, education and relevant experience.
• 5+ years in project or demand management, preferably in Contact Center solutions.
• Proven experience leading international teams of 5-10 from diverse backgrounds.
• Expertise in automation, lifecycle management, and Contact Center platforms (e.g., Avaya, Cisco).
• Strong analytical skills and experience in customer contact centers and ITIL service management.
• Knowledge in Conversational AI, NLP, and coding basics (e.g., JAVA, SQL) is a plus.
• Excellent execution skills with ability to translate business requirements into technical solutions, project management, and prioritization skills with strong attention to detail.
• Strong presentation skills and collaborative, culturally sensitive team player.
• Must be willing to travel domestically and internationally
• Qualified candidates must currently reside in the U.S. or Canada .
• Qualiified candidates in the U.S. must be legally autorized to work in the U.S. without need for current or future sponsorship to work in the U.S.
• Qualified candidates in Canada must be legally authorized to work in Canada

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

47855 | Project Management | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Join us. Let's care for tomorrow.