Contact Center Solutions Engineer (m/f/x)

Join our integral 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 integral 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 tech

📌 MX Contact Center Operations Engineer (Ciudad de México)
🏢 Allianz Partners
📍 Ciudad de México