Beschreibung
SAP CRM Senior Consultant, expert in Interaction Center module and its integration with a CTI required for our client, a world renowned multinational based in Vaud, Switzerland.
The main purpose of this role is to design and build the integrated CRM solution based on a combination of SAP CRM and other best of breed solutions, with a particular focus Interaction Center module, used to support all call center's activities.
Key Responsibilities:
- Understand & Analyze the business requirements to translate them in the best way in SAP CRM solution in promoting as much as possible the standard functionalities
- Bring a strong Solution expertise (functional and technical) on SAP CRM IC module and also on integration features with a CTI solution, for the design, development and delivery of the Retail Template.
- Translate business requirements into solution specific detailed designs
- Identify gaps with the standard and propose alternative solutions
- Manage the integration impacts on the entire architecture of the program (CTI AVAYA, Marketing, BI, eCommerce, POS,etc.)
- Define, document and execute configuration specifications (detailed design and customizing documents)
- Define and document functional specifications for RICEFW (specific developments)
- Liaise with development technical architects to estimate and plan delivery of developments
- Define, document and execute detailed test scripts
- Execution of test scripts in area of expertise and responsible for resolution of test failures in collaboration with technical teams
Key Skills:
- Experience in large scale and international Project (localization)
- At least 6 years of experience as a SAP CRM Expert/solution architect, ideally in Retail with B2C processes (also B2B)
- Strong Expertise in SAP CRM Interaction Center module, especially within latest version CRM 7.0 ehp2
- Strong Integration expertise with a CTI solution
- Good skills in CRM Marketing, Sales, After Sales Services, Interaction Centre modules
- Technical knowledge - ABAP, WebUI
- Strong communication and consulting skills