Description
Job description SAP CCtr Administrator:
The candidate will be working with client as well as third party SAP CCtr implementation vendor to administer, manage and enhance the next generation Contact Center Solutions for our customers
The candidate will be responsible for:
-Administrating, installing, implementing and attending in all relevant processes of SAP CCtr.
-Responsible to answer for technical side of the service.
-Service lead up through different teams (Matrix management)
Mandatory skills:
Deploying SAP CCtr components and applications
Adding switchboard and remote users to SAP CCtr
Migrate office, mobile users and other users to SAP CCtr
Hands on in server technologies (MS IIS server etc)
Ability to handle MS SQL database queries and database administration
Hands on in VMWare/Citrix client virtualization
Know-how of Infrastructure administrator (IA) tool
Capability to integrate and bridge between Integration communication interface-ICI and Online Integration Interface (OII)
Expertise preferably on agent integrated with SAP CRM solution or otherwise on standalone CC agents
Sound knowledge about contact center management from manager/Supervisor/analyst and other user perspective
Proficient in combining multiple sites into one manageable contact center entity
Desired skills:
Middleware integration and web service integration of IVR components
Expertise in call, email, fax, chat routing, voice recording, IVR, and outbound dialling.
Understand KPI's such as first-call-resolution or average-handling-time, to identify training needs, etc.
An exposure to all the phases of software development life cycle.
Good analytical, logical & communication skills.