Job expirat
Job Summary
► Minimum 5 years of experience in SAP CRM 7.0 Service, Configuration, SAP CRM 7.0 to
ECC integration and SAP IC (Interaction Center) in multiple implementations;
► Experience in configuration and deployment of a IC solution with emphasis on
Customer Interaction Center
Agent, Service & Management, Account Identification, Interaction Records, Interactive Scripting, Service Orders, Service Tickets, Case Management, Manager Dashboard, Management Tools & Monitoring, Process Modeling
Service Order & Contract Management
Service Orders, Activity & Cost Planning, Work Lists / Reporting, Actual Costs, CRM and ERP Billing
CRM Analytics
CRM Interactive Reporting, CRM Integration into BI Reporting / Dashboards
CRM / ERP Integration
CRM Integration – Sales, Service, HR, Master Data, Transactional Data
CRM Enhancements / Development
Understanding and Awareness of various development points within CRM between UI, BOL, ABAP Stack and CRM and ERP
► Experience with email and phone agents process within SAP IC using Sales request/service request, account identification, ERMS, Rule modeler, Organizational unit set up, ideally also with ECC connectivity (via transaction launcher and also Middleware);
► Great communication skills to adapt the language to different population and should have participated and dispensed training to agents for IC module
► A plus will be ITMS with Solution Manager
► Able to write test case and execute the test prior to business validation
Job Summary
► Minimum 5 years of experience in SAP CRM 7.0 Service, Configuration, SAP CRM 7.0 to
ECC integration and SAP IC (Interaction Center) in multiple implementations;
► Experience in configuration and deployment of a IC solution with emphasis on
Customer Interaction Center
Agent, Service & Management, Account Identification, Interaction Records, Interactive Scripting, Service Orders, Service Tickets, Case Management, Manager Dashboard, Management Tools & Monitoring, Process Modeling
Service Order & Contract Management
Service Orders, Activity & Cost Planning, Work Lists / Reporting, Actual Costs, CRM and ERP Billing
CRM Analytics
CRM Interactive Reporting, CRM Integration into BI Reporting / Dashboards
CRM / ERP Integration
CRM Integration – Sales, Service, HR, Master Data, Transactional Data
CRM Enhancements / Development
Understanding and Awareness of various development points within CRM between UI, BOL, ABAP Stack and CRM and ERP
► Experience with email and phone agents process within SAP IC using Sales request/service request, account identification, ERMS, Rule modeler, Organizational unit set up, ideally also with ECC connectivity (via transaction launcher and also Middleware);
► Great communication skills to adapt the language to different population and should have participated and dispensed training to agents for IC module
► A plus will be ITMS with Solution Manager
► Able to write test case and execute the test prior to business validation
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