Business Analyst Contact Center & Conversational AI

About the Role

Join Allianz in Unterföhring as a Business Analyst focused on Contact Center & Conversational AI to help drive digital transformation within the AZiD operations and processes division. You will collaborate closely with teams to design and refine customer service systems that ease everyday interactions for clients.

Responsibilities

• Develop new requirements alongside subject matter experts and contribute to creating the Conversational AI strategy with a cross-functional team, including cost-benefit assessments for new voicebot use cases.
• Manage the ongoing enhancement and optimization of voicebot solutions throughout their product lifecycle.
• Create or refine business logic by analyzing user data to improve voicebot experiences, implementing these changes on the Cognigy AI platform.
• Serve as a primary point of contact across departments for questions on functional and technical aspects of Conversational AI solutions.
• Participate in a Center of Excellence, collaborating company-wide with AI specialists to share best practices.
• Provide targeted training to other departments to enable rollout across multiple AZiD companies and support marketing and sales teams.

Requirements

• Passion for deploying, operating, and advancing Conversational AI solutions with a strong commitment to continuous learning.
• Academic qualification in (business) informatics, mathematics, or related field, preferably at the master's level.
• Familiarity with Conversational AI approaches such as Speech Recognition and Natural Language Understanding (NLU); prior experience implementing voicebot systems is advantageous.
• Experience designing conversational flows and hands-on knowledge of Cognigy AI or similar chatbot frameworks is preferred.
• Strong analytical and communication skills coupled with an independent, structured, and goal-driven working style.
• High reliability, flexibility, and meticulousness in all tasks.
• Fluency in German and English, both spoken and written.
• Experience applying innovative technologies like Artificial Intelligence and Process Mining to conduct sustainable data analyses and visualizations.

Benefits

• Health & Wellness: Access to company health insurance, sports and wellness programs, plus preventive care initiatives that promote physical and mental well-being.
• Compensation: Attractive payment includes collective agreement bonuses, occupational pension plans, savings schemes, employee shares, and participation in company success.
• Work-Life Balance: Flexible work models combining remote, hybrid, mobile, and on-site options support better integration of professional and personal life.
• Career Growth: Personalized development plans and opportunities for functional and international experience exposure.

Additional Information

The start date is as soon as possible.

Allianz welcomes applications from individuals of all backgrounds, ages, genders, nationalities, religions, social origins, disabilities, and sexual orientations, fostering an inclusive workplace culture based on integrity, fairness, and trust.

No unsolicited agency applications are accepted.

Allianz is committed to shaping a safer future and improving life for customers, founded on a workplace that values diversity and teamwork.