MX Contact Center Operations Engineer

Contact Center Operations Engineer (m/f/x)

Join our global Operations Innovation & Telephony team, where you will help drive the transformation of contact center operations through innovative technologies, cloud-based solutions, and best-in-class telephony services. As a Contact Center Solutions Engineer, you will provide technical support, manage incidents and operational requests, collaborate with international stakeholders and vendors, and ensure the smooth operation of contact center platforms serving business units worldwide. This role is ideal for professionals who are passionate about customer experience, telephony technologies, digital transformation, and operational excellence.

What Will You Do?

• Provide technical support for contact center platforms and services through ticketing systems, email, and phone support.
• Troubleshoot incidents, service requests, and operational issues while coordinating with global teams and external vendors.
• Monitor contact center tools and platforms, ensuring system stability and service availability.
• Manage operational demands, IMAC activities (Install, Move, Add, Change), and service requests following ITIL best practices.
• Support global contact center implementation and migration projects.
• Collaborate with providers and suppliers to maintain product knowledge and ensure effective communication among stakeholders.
• Help establish and maintain standardized contact center operational processes across global business units.
• Participate in business continuity and disaster recovery planning alongside IT Operations teams.
• Support patch management, system upgrades, testing activities, and release deployments.
• Assess operational challenges and recommend solutions to improve service quality and customer experience.
• Deliver knowledge-sharing sessions and training to business units, enabling greater self-service capabilities.
• Contribute to the adoption of new cloud, AI-driven, and digital customer engagement technologies.

• Work effectively in an environment driven by Artificial Intelligence (AI), machine learning, data analytics, and cloud-based technologies, leveraging insights responsibly and in alignment with data governance, security, and ethical use standards.

What Do You Bring?

Experience & Knowledge

• 5+ years of experience working with a telecommunications carrier, contact center solutions provider, or similar environment.
• Proven experience supporting enterprise contact center technologies such as Cisco, Genesys, or comparable platforms.
• Experience working with ticketing and collaboration tools such as ServiceNow (SNOW), Microsoft Teams, and related platforms.
• Strong understanding of ITIL processes, including Incident, Problem, Change Management, SLA management, and IMAC activities.
• Knowledge of testing methodologies and tools.
• Solid understanding of LAN, WAN, and application infrastructure concepts.
• Experience troubleshooting operational and technical issues within contact center environments.

Technical & Professional Skills

• Strong ability to translate business requirements into technical solutions.
• Proven capability to manage multiple priorities, projects, and stakeholders simultaneously.
• Strong analytical and problem-solving skills.
• Customer-focused mindset with excellent communication and stakeholder management abilities.
• Ability to work effectively in a multicultural, global environment.
• Strong collaboration and relationship-building skills.
• Experience with conversational AI, Natural Language Processing (NLP), VoiceBots, ChatBots, or basic programming knowledge (Java, SQL) is considered a strong advantage.
• PMP or PRINCE2 certification is a plus.

Education

• Bachelor's or Master's degree in Computer Science, Engineering, Information Technology, STEM disciplines, Business Management, or a related field.

What We Offer

• Hybrid work scheme (mostly remote).

  Schedule: 13:00 - 22:00 Mon- Fr and also on a 17:00 - 22:00 2 Sundays every month.

  Monthly salary $38,928.00 MXN before taxes + food coupons + law benefits + health insurance + major medical expenses insurance + savings fund.

• Overtime opportunities.
• Opportunity to work in a truly global organization supporting business units around the world.
• Exposure to cutting-edge technologies including AI-powered customer service solutions, cloud platforms, automation, and digital transformation initiatives.
• Participation in large-scale contact center transformation and migration projects.
• A collaborative and multicultural environment that values innovation, diversity, and continuous improvement.
• Opportunities for learning, professional growth, and career development.
• The chance to make a meaningful impact on customer experience and operational excellence through innovative solutions.
• Flexible, international collaboration within a follow-the-sun operating model.

105429 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

At Allianz, we stand for unity. We believe that a united world is a more prosperous world, and we are committed to consistently promoting equal opportunities for everyone. At the heart of this commitment is our inclusive workplace, where people and performance matter, and where we foster a culture built on integrity, fairness, inclusion, and trust.