Description
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