Global Contact Center Ops Engineer - Cloud & AI, Remote

Allianz Partners; México; Hybrid; MXN 395,000 - 474,000; Full time

Benefits offered by this job

Hybrid work (mostly remote)

Overtime opportunities

Health insurance

Major medical expenses insurance

Savings fund

Job summary

Allianz Partners, a global insurer, is seeking a Contact Center Operations Engineer to join its Operations Innovation & Telephony team. You will support contact center platforms, drive incidents, and coordinate with international stakeholders to ensure reliable, high-quality customer interactions across business units worldwide.

The ideal candidate has 5+ years in telecom or contact center environments, experience with Cisco/Genesys, ITIL processes, and tools like ServiceNow and Microsoft Teams.

Qualifications

• 5+ years of experience in telecom, contact center tech, or similar environment.
• Experience supporting enterprise contact center technologies (Cisco, Genesys, or comparable).
• Experience with ServiceNow and collaboration tools (Microsoft Teams).
• Strong ITIL knowledge: Incident, Change, SLA, IMAC.

Responsibilities

• Provide technical support for contact center platforms via tickets, email, and phone.
• Troubleshoot incidents, service requests, and operational issues with global teams and vendors.
• Monitor contact center tools to ensure system stability and availability.
• Manage IMAC activities and ITIL-aligned service requests.
• Support global contact center implementation and migration projects.

Skills

Telecom experience

Contact center tech

ITIL knowledge

Stakeholder management

Analytical skills

Programming basics

Education

Bachelor's or Master's degree in CS/Engineering/IT/STEM/Business

Tools

ServiceNow

Microsoft Teams

Ticketing tools

Job description

Allianz Partners, a global insurer, is seeking a Contact Center Operations Engineer to join its Operations Innovation & Telephony team. You will support contact center platforms, drive incidents, and coordinate with international stakeholders to ensure reliable, high-quality customer interactions across business units worldwide.

The ideal candidate has 5+ years in telecom or contact center environments, experience with Cisco/Genesys, ITIL processes, and tools like ServiceNow and Microsoft Teams.