Description
SAP CCtr developer
I'm seeking SAP CCtr developer to work for a leading Global Organisation and join their dynamic working environment. This is a 6-12 month contract to start in May 2016.
The SAP CCtr developer will be involved in;
Working with client as well as third party SAP CCtr implementation vendor in development team to build/enhance the next generation Contact Centre Solutions for our customers to deliver work in a structured manner using OOAD methodologies and provide technical insights to the team in the area of expertise. Designing, coding & testing of Modules and components assigned as well as documentation of work performed in the areas of IVR.
The SAP CCtr developer will ideally have the following;
- VoIP
- Unified multi-channel routing
- Voicemail and messaging services
- Presence and directory services
- Call recording and contact history
- Online monitoring, reporting and analysis tool
- Consolidated administration, service management and control (on similar lines of ITIL desired)
- Experience working on Mobile clients for Software application
- Other SAP Integration through Open interfaces (SAP CRM is usually integrated to a great extent with CCtr)
- IVR Architecture:
- Expertise in native integration with SAP CRM, ERP and BI
- .NET, Java/J2EE implementation, Active X phone implementation, Middleware (BCM Phone)
- Telephony and device integration using SIP trunks, CISCO etc.
- Knowledge about various integration interfaces.
- Awareness about IVR Security concepts viz. TLS, SIP, SOAP, Encryption and authentication
- Expertise preferably on agent integrated with SAP CRM solution or otherwise on standalone CC agents
- Sound knowledge about contact centre management from manager/Supervisor/analyst and other user perspective
- Proficient in combining multiple sites into one manageable contact centre entity
Desired skills:
- Expertise in call, email, fax, chat routing, voice recording, IVR, and outbound dialling.
- Excellent capabilities to monitor Service level, queue, agents and contact statistics.
- 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.
If you match the requirement, kindly send in your latest profile.