Join Allianz Partners as the Conversational AI (CAI) Lead, Americas and play a key role in driving digital transformation! You'll be at the forefront of implementing CAI strategic goals, managing the solution pipeline, and ensuring top-notch alignment with global standards. Enhance customer engagement, boost efficiency, and fuel growth by overseeing CAI resources and rollouts. Regularly report on opportunities, risks, and performance to drive continuous improvement.

Be part of the dynamic Global Operations Digital Transformation team and report to the Head of Conversational AI. This unit integrates cloud/AI solutions, manages learning curves, and ensures operational readiness. This role involves continuous communication with Global functions and local Business Units to enhance processes and support tool adoption, working within a global, cross Line of Business team using the same tools and systems.

This is a U.S. Remote-based position.

What you will do

• Oversee and coordinate resource management within the region, providing skilled staffing as required for CAI projects, CAI solution operations, and testing efforts.
• Report regularly on resource utilization and availability, performance status of CAI solution, pipeline opportunities and potentials risks & blockers for CAI solution rollouts.
• Facilitate stakeholder approvals and ensure to keep CAI solution requirements updated for developing new CAI solutions.
• Account for necessary reviews and approval meetings, facilitating both alignments with the end-to-end process improvement team on CAI solution requirements (changes) and approval meetings before Go-Live of a CAI solution.
• Manage the roll-out of CAI solutions by accounting for project timeline keeping and facilitating project activities, orchestrating necessary data collection (e.g., for Natural Language Understanding (NLU) training), overseeing testing of CAI solution, and ensuring safe & compliant CAI solution deployment.
• Identify potential delivery risks such as language capabilities and skill gaps, and devise strategies for mitigation.
• Support regional Incident and Bug management, aligning with the CAI Service & Demand Manager as needed.

What you will bring

• Bachelor’s degree in business management or relevant field. Master’s degree preferred
  OR willing to consider an equivalent combination of education, training, and relevant experience.
• 5+ years of project management and/ or demand management, preferably in Conversational AI
• Deep experience in automation delivery, lifecycle management and operations as well as platform and people management
• Established track record in working with market leading CAI platforms preferred (e.g., Cognigy)
• Good analytical skills and experience working with customer contact center.
• Knowledge on Incidents, Problem, Service Level Agreements (SLAs)
• Expertise in Conversational Artificial Intelligence, Natural Language Processing, Coding basics (e.g. JAVA, SQL) is a big plus
• Very strong execution skills, ability to translate business requirements in technical solutions.
• Ability to drive complex projects/requests, multi-task and prioritize with strong attention to details.
• Knowledge on Testing tools, good understanding of testing requirements
• High problem solution competencies, including analytical mindset and skills to analyze solutions and underlying business processes.
• Collaborative team player, positive contributing to 'creating more value together'. Cultural sensitivity to fit into a multinational setup.
• Cognigy certification is a plus but not required.
• Strong presentation skills
• Must be willing and able to travel both domestically and internationally

What we offer

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

48050 | Communication & Public Relations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.