Contact Center Solutions Engineer

Location: Mexico City, Mexico

Department: Operations

Employment Type: Full-time

About the Role:

At Allianz Partners, we are looking for talented Contact Center Solutions Engineers to join our Operations team in Mexico. In this role, you will play a key part in ensuring excellent customer service, optimizing operational processes, and supporting the efficiency of our contact center.

Key Requirements:

Required Experience

5 years of work experience with telcommunication carrier, contact center solutions provider or similar

Good understanding of tools like SNOW, teams, any other collaboration tools etc

Established track record in working with market leading call center solutions (e.g. Cisco, Genesys) - Operational experience with ContentGuru is a plus

Good analytical skills and experience working with Telephony and contact center customer

Knowledge on incidents, Problem, SLA , IMACs based on ITIL framework

Knowledge on Testing tools, Good understanding of testing requirements

Expertise in conversational Artificial Intelligence, Natural Language Processing, Coding basics (e.g. JAVA, SQL) is a big plus

• English Level: Intermediate to Advanced (preferred).

Shifts Available:

• 1 position: 8:00 AM to 5:00 PM

• 2 positions: 2:00 PM to 10:00 PM

Candidates must be available to work extra hours on weekends for two weeks each month.

What We Offer:

• Monthly Salary: Between $30,000 and $40,000 MXN, depending on experience and profile.

• Comprehensive benefits package above legal requirements.

• Professional development opportunities within a global leader.

Work Location: Mexico City (hybrid or on-site depending on business needs).

Expected Start Date: March 2025

Acerca de la empresa

AWP MEXICO SA DE CV es una empresa líder en el sector de atención a clientes, con una larga historia de compromiso con la excelencia en el servicio. Trabajar con nosotros significa formar parte de un equipo dinámico y multicultural que valora el crecimiento profesional y el bienestar de sus empleados. Ubicación: San José Insurgentes, Benito Juárez, Ciudad de México.

Interested?

Join Allianz Partners and be part of a global team committed to excellence!