SAP CRM/CTI Consultant - Ireland (Dublin)

SAP CRM/CTI Consultant

SAP CRM/CTI Consultant required by my customer to work in Ireland, Dublin for 6-12 months.

General Responsibilities

- Attending requirements workshops and assisting business in blueprint phase 
- Assess vendor CTI solution with aim to identify best means of integrating with CRM 7 
- Preparing functional specifications  to support CTI integration 
- Completing system configuration  to integrate  CTI solution with CRM 7 and ISU
- Liaise closely with ABAP team during build phase
- Troubleshooting and resolving complex technical problems  relating to CRM 7/CTI integration 
- Preparing and managing all elements of testing  relating to CTI integration 
- Work along side delivery leads and architects to Identify and manage risks   

Skills

- At least 6  years SAP CRM  /CTI  experience ,  ideally in the utility industry 
- Advanced knowledge of  all aspects of integrating 3rd party CTI and IVR tools with CRM 7 and ISU
- Experience implementing the SAP ICI Interface
- Practical experience using  web services and SOA to integrate with telephony systems
- SOAP/WSDL/  XML knowledge required
- SAPPhone and SAPConnect knowledge is an advantage
- Knowledge of SAP BCM
- Experience in upgrading from CRM 4 to CRM 7 would be a major advantage
- A solid technical background with ABAP debugging skills is a must
- Knowledge of  BSP configuration and design  would be an advantage
- Knowledge of capabilities provided in CRM Ehp2 would be an added advantage 
- Knowledge of SAP CRM Task management and Interaction Record management 
- Building reports to measure Agent KPI's