SAP CCtr developer

København  ‐ Onsite
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Description

The candidate will be working with client as well as third party SAP CCtr implementation vendor in development team to build/enhance the next generation Contact Center 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.

Mandatory skills:

Designing, coding & testing of Modules and components assigned as well as documentation of work performed in the areas of IVR including, but not limited to:

-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 center management from manager/Supervisor/analyst and other user perspective

Proficient in combining multiple sites into one manageable contact center 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.

Start date
01-05-2016
Duration
6 months
From
Next Ventures Ltd
Published at
20.04.2016
Project ID:
1114479
Contract type
Freelance
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