{"id":1879465,"url":"https://alion.io/job/allianz-mx-contact-center-operations-engineer","title":"MX Contact Center Operations Engineer","company":{"id":1757325,"name":"Allianz","domain":"allianz.com","url":"https://alion.io/company/allianz-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"A","score":100,"open_postings":127,"ghost_share":0,"stale_share":0.008,"repost_share":0.047,"time_to_fill_p50_days":14,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":83000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":8444},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Java","optional":false},{"name":"Machine Learning","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"NLP","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-01T20:37:44Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-11-03T01:55:28Z","board_verified":true,"closed_at":null,"days_open":32,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":32},"description":"Contact Center Operations Engineer (m/f/x)\nJoin 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.\nWhat Will You Do?\nProvide technical support for contact center platforms and services through ticketing systems, email, and phone support.\nTroubleshoot incidents, service requests, and operational issues while coordinating with global teams and external vendors.\nMonitor contact center tools and platforms, ensuring system stability and service availability.\nManage operational demands, IMAC activities (Install, Move, Add, Change), and service requests following ITIL best practices.\nSupport global contact center implementation and migration projects.\nCollaborate with providers and suppliers to maintain product knowledge and ensure effective communication among stakeholders.\nHelp establish and maintain standardized contact center operational processes across global business units.\nParticipate in business continuity and disaster recovery planning alongside IT Operations teams.\nSupport patch management, system upgrades, testing activities, and release deployments.\nAssess operational challenges and recommend solutions to improve service quality and customer experience.\nDeliver knowledge-sharing sessions and training to business units, enabling greater self-service capabilities.\nContribute to the adoption of new cloud, AI-driven, and digital customer engagement technologies.\nWork 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.\n\nWhat Do You Bring?\nExperience & Knowledge\n5+ years of experience working with a telecommunications carrier, contact center solutions provider, or similar environment.\nProven experience supporting enterprise contact center technologies such as Cisco, Genesys, or comparable platforms.\nExperience working with ticketing and collaboration tools such as ServiceNow (SNOW), Microsoft Teams, and related platforms.\nStrong understanding of ITIL processes, including Incident, Problem, Change Management, SLA management, and IMAC activities.\nKnowledge of testing methodologies and tools.\nSolid understanding of LAN, WAN, and application infrastructure concepts.\nExperience troubleshooting operational and technical issues within contact center environments.\nTechnical & Professional Skills\nStrong ability to translate business requirements into technical solutions.\nProven capability to manage multiple priorities, projects, and stakeholders simultaneously.\nStrong analytical and problem-solving skills.\nCustomer-focused mindset with excellent communication and stakeholder management abilities.\nAbility to work effectively in a multicultural, global environment.\nStrong collaboration and relationship-building skills.\nExperience with conversational AI, Natural Language Processing (NLP), VoiceBots, ChatBots, or basic programming knowledge (Java, SQL) is considered a strong advantage.\nPMP or PRINCE2 certification is a plus.\nEducation\nBachelor's or Master's degree in Computer Science, Engineering, Information Technology, STEM disciplines, Business Management, or a related field.\nWhat We Offer\nHybrid work scheme (mostly remote).Schedule: 13:00 - 22:00 Mon- Fr and also on a 17:00 - 22:00 2 Sundays every month.\nMonthly salary $38,928.00 MXN before taxes + food coupons + law benefits + health insurance + major medical expenses insurance + savings fund.\n\nOvertime opportunities.\nOpportunity to work in a truly global organization supporting business units around the world.\nExposure to cutting-edge technologies including AI-powered customer service solutions, cloud platforms, automation, and digital transformation initiatives.\nParticipation in large-scale contact center transformation and migration projects.\nA collaborative and multicultural environment that values innovation, diversity, and continuous improvement.\nOpportunities for learning, professional growth, and career development.\nThe chance to make a meaningful impact on customer experience and operational excellence through innovative solutions.\nFlexible, international collaboration within a follow-the-sun operating model.\n105429 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent\n 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.","description_format":"text","description_chars":5267,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Health insurance","Hybrid work"],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Property & Casualty Insurance","Asset Management & Funds","Life Insurance & 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