Regional CC Solutions Expert — Turkey & Greece

Allianz Partners; Fatih; On-site; TRY 250,000 - 380,000; Full time

Benefits offered by this job

Content Guru certification

Job summary

Allianz Partners is seeking a Contact Center Solution Expert to oversee and implement CCS strategic goals across Turkey and Greece. You will leverage cloud CCS solutions to drive customer engagement, efficiency, and growth, while providing incident support, configuration, and consulting across regions.

The role requires 5+ years in project/demand management for contact center solutions, strong Cognigy experience, ITIL knowledge, and proficiency in Conversational AI with basic Java/SQL coding.

Qualifications

• 5+ years in project or demand management, preferably in contact center solutions.
• Strong expertise in automation delivery and CCS platforms.
• Knowledge of testing tools, ITIL, and CCS technologies.
• Proficiency in Conversational AI, NLP, and basic coding (Java, SQL).
• Excellent problem-solving, communication, and team collaboration skills.
• English level min. B2.
• MA level education in business management or related field preferred.
• Content Guru certification is a plus.

Responsibilities

• Provide 1st level support for CCS operations, changes and daily processes as part of incident management.
• Continuously enhance CCS KPIs and indicators through improvements.
• Support communication channel integration for CCS solutions, including setup, configuration and testing.
• Assist in setup and configuration of CCS for operational use and projects.
• Offer consulting support for feasibility assessment of new CCS solutions with local businesses.
• Provide consulting support and implement change requests as part of Demand Request Management.
• Troubleshoot and resolve CCS asset-related issues with the global Operations Team.
• Update and document legacy and target business rules, providing development status updates.

Skills

Automation delivery

Lifecycle management

CCS platforms

Conversational AI

NLP

Java

SQL

ITIL

Problem solving

Communication

Education

MA in business management

Tools

Cognigy

Job description

Allianz Partners is seeking a Contact Center Solution Expert to oversee and implement CCS strategic goals across Turkey and Greece. You will leverage cloud CCS solutions to drive customer engagement, efficiency, and growth, while providing incident support, configuration, and consulting across regions.

The role requires 5+ years in project/demand management for contact center solutions, strong Cognigy experience, ITIL knowledge, and proficiency in Conversational AI with basic Java/SQL coding.