Overall Objectives of Job: (If multiple sections, accord weightage to each section)

CAI stands for Conversational AI. The core of the Allianz Technology CAI unit is to design, deliver and run Chat- and Voicebots for Allianz entities worldwide and consists of  global experts driving design, implementation and operations of the environment.  Technical Excellence squad of CAI focus on day to day operations, run compliances, pro-active operations technical consulting and pro-active ticket managements. This role is for an Expert on Cognigy.AI for Operations as well as for Building Chatbots.

Job Summary:

We are seeking an Operations Support Specialist with expertise in Cognigy, a leading conversational AI platform, to join our dynamic team. The successful candidate will be responsible for providing day-to-day support, managing workflows, and ensuring the smooth operation of the Cognigy platform. This role requires a strong understanding of conversational AI, excellent problem-solving skills, and the ability to work in a fast-paced environment.

Key Responsibilities:

Cognigy Platform Support:
Provide operational support for the Cognigy conversational AI platform, including troubleshooting and resolving technical issues.
Support in day to day Incidents and provide immediate resolutions by debugging bot
Monitor the health and performance of the Cognigy platform to ensure optimal performance.
Assist in the configuration and deployment of chatbots and virtual assistants using Cognigy.
Bot Debugging:
Identify, diagnose, and resolve issues within existing chatbots, ensuring they function as intended.
Analyze Cognigy logs and use debugging tools to find and fix errors or inconsistencies in bot/platform behaviour.
Implement best practices to minimize future errors and ensure the robustness of chatbot solutions.
User Support and Training:
Serve as the primary point of contact for internal teams regarding Cognigy-related queries and support requests.
Conduct training sessions for end-users and stakeholders to improve their understanding and usage of the Cognigy platform.
  Bot Development:
Design, build, and deploy chatbots using the Cognigy platform to meet business needs.
Collaborate with stakeholders to understand requirements and translate them into effective conversational solutions.
Continuously enhance and optimize bot functionalities to improve user experience and efficiency.
Documentation and Reporting:
Maintain comprehensive documentation of processes, workflows, and troubleshooting guides.
Generate regular reports on system performance, issues resolved, and areas for improvement.
Continuous Improvement:
Identify opportunities to enhance the functionality and efficiency of the Cognigy platform.
Stay updated with the latest features and best practices in Cognigy and conversational AI technologies.
 

Qualification & Experience

Bachelor's degree in Computer Science, Information Technology, or a related field.
Minimum of 5 years of experience in operations support or a similar role, preferably with experience in conversational AI platforms like Cognigy.
Strong understanding of AI, NLP (Natural Language Processing), and chatbot technologies.
Proficiency in troubleshooting and problem-solving technical issues related to conversational AI.
Experience with scripting languages (e.g., JavaScript, Python) and API integrations is a plus.
Strong attention to detail and organizational skills.
Excellent communication skills, both written and verbal.
Ability to work independently and as part of a team in a fast-paced environment.
Experience in customer service or client-facing roles.
Familiarity with cloud computing platforms (e.g., AWS, Azure).
Understanding of data analytics and reporting tools.
 

Skills/Specific Tasks/Activities performed (choose groups that apply to your role)
Describe tasks in a short sentence if required

Technical (e.g. Coding (Java), Testing (Unit))

ITIL & Service Management
Basic Cloud Skills
 

Functional / Domain (e.g. Underwriting, Claims Mgmt.)

Analytical skills
Communication skills
Preparing management presentations, meetings, MOMs and tracking actions to closure
Actively drive internal communications
 

Business / Client Engagement (e.g. Marketing, Consulting)

Preparing management presentations, meetings, MOMs and tracking actions to closure
Actively drive internal communications
Prepare SLA reports/recurring operational reports
 

 
People Engagement (e.g. Hiring, Training etc.)

Encourage team to attend and respond to the security awareness meetings

Administrative / Compliance (e.g. Documentation, Quality etc.)
Record MoMs, maintain action tracker, decision logs and track actions until closure

Validate and provide reports on new products
 

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.