SAP CRM Interaction Center

REFERENCE NR.: 9124TG

INDUSTRY: Food Industry

PLACE OF WORK: Lausanne and region

START: ASAP

DURATION: Ca. 5 months +

INTRODUCTION:

For one of our clients near Lausanne we are looking for an experienced SAP CRM Senior in Interaction Centre and ist integration with a CTI.

Our clients program is a global business transformation program to enable his/her product to continue on its ambitious growth journey. It is built around the fundamentals of harmonized best practices, data and systems with a focus on delivering a seamless, personalized, omnichannel experience to consumers. The program will include a major IS/IT transformation for which SAP and Hybris have been selected as strategic software partners.

ROLE:

- 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.
- 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 Phenix 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

REQUIREMENTS:

MUST-HAVE
- 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
- Good skills in CRM Marketing, Sales, After Sales Services, Interaction Centre modules
- Strong Integration expertise with a CTI solution- Integration expertise with eCommerce and POS solutions
- Technical knowledge - ABAP, WebUI
- Strong communication and consulting skills

SOFT SKILLS
Teamplayer
Ability to work in an international as well as multicultural environment
Good written and verbal communication skills
Insight and courage
Service oriented
Results focus and initiative as well as pro-active

Language:
Fluent in English (writing + speaking)
French (would be an advantage)