Job Description

About the Job

As a Technical Business Analyst in the Customer Engagement / Contact Center Technology department at Allianz, you will play a key role in analyzing business needs and translating them into actionable technical requirements. You will collaborate closely with product owners, engineering teams, and operations to improve and evolve our contact center solutions, including Workforce Management (WFM), routing, telephony, conversational AI, and omnichannel platforms. This role is ideal for someone with strong analytical skills, curiosity, and a passion for understanding how systems work, driving improvements with data and logic, and bridging the gap between business and technology teams.

Althought this is NOT a Solution Architect role, this is an opportunity to work in a dynamic, collaborative, and innovative environment, driving improvements in cutting-edge contact center technologies while contributing to Allianz’s global customer engagement strategy.

What you do

• Partner with business stakeholders to analyze needs and translate them into actionable technical requirements.
• Support the lifecycle of contact center technology products (e.g., WFM, IVR, ACD, CCaaS, CRM integrations).
• Coordinate with engineering teams to ensure technical feasibility and clarity of requirements.
• Perform data analysis, system behavior investigation, and troubleshooting across multiple platforms.
• Document processes, user stories, workflows, and acceptance criteria.
• Participate in vendor discussions, testing cycles, and implementation planning.
• Identify opportunities to streamline processes, improve quality, and reduce operational complexity.
• Support compliance and risk-related documentation (e.g., DORA, security assessments).
• Act as a connector between business, operations, and technology teams.

What you bring

• Strong analytical and problem-solving skills.
• 2–4 years of experience in a technical, analytical, or product-related role.
• Understanding of contact center technologies (e.g., WFM, routing, IVR, telephony, cloud CCaaS, or similar).
• Ability to translate business needs into clear technical requirements and user stories.
• Hands-on experience with data analysis, system behavior analysis, or APIs/integrations.
• Experience working in agile teams.
• Excellent communication skills and stakeholder management.

Nice-to-have:

• Experience with platforms such as Verint, Genesys, AWS, or Azure.
• Basic understanding of scripting, SQL, or data workflows.
• Previous exposure to call center operations.
• Experience in compliance-heavy environments (e.g., DORA, ISO27K).

What we offer

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad.
• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location).
• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered.
• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach.

About Allianz Technology

With its headquarters in Munich, Germany, Allianz Technology is Allianz's global IT service provider and delivers IT solutions that drive the group's digitalization. With more than 11,000 employees in over 20 countries around the world, Allianz Technology is tasked to run, optimize, transform, and innovate the infrastructure, applications, and services together with Allianz companies to co-create the best customer experience.

We service the entire spectrum of digitalization – from one of the industry's largest IT infrastructure projects that spans data centres, networks, and security, to application platforms ranging from workplace services to digital interaction.

In short: We deliver comprehensive end-to-end IT solutions for Allianz in the digital age. We are the backbone of Allianz.

Find us at: www.linkedin.com/company/allianz-technology

Commitment to Integrity, Fairness & Inclusion

Allianz Technology is proud to be an equal opportunity employer dedicated to fostering an inclusive work environment for everyone. We embrace individuals of all gender identities and expressions, sexual orientations, ethnicities, ages, nationalities, religions, disabilities, and philosophies of life. Ultimately, our greatest strength as a company lies in the unique skills, experiences, and backgrounds our employees contribute.

We therefore welcome applications regardless of race, ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

To Recruitment Agencies:

Allianz Technology has an in-house recruitment team that sources great candidates directly. Therefore, Allianz Technology does not accept unsolicited resumes from agencies or search firm recruiters.

When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when there is a contract in place. Without a contract in place, we will not accept invoices on unsolicited resumes, even if the candidate was ultimately employed by Allianz.

91937 | IT & Tech Engineering | Professional | Non-Executive | Allianz Technology | Full-Time | Permanent