| Job Description |
• Hands-on experience in CRM 2007 configuration.
• Call center business process understanding.
• Configuration, design and customization knowledge of Interaction Center.
• Experience with Service Tickets, Knowledge management and Agent Inbox.
• Integration of Web forms with Email Response Management System (ERMS).
• Configuration knowledge of: Navigation bar, Business roles, transaction launcher, Multi-level categorization, Actions, Intent Driven Interaction, partner determination, statuses, activities, escalation, Web UI customization etc.
• Master data Knowledge (Organization Management, Business Partners, Products etc.).
• SAP CRM Expert knowledge of Web/Java/CIC.
• General knowledge of SAP CRM architecture including system configuration and troubleshooting specific to SAP CRM.
• Ability to work against deadlines (issue fixing, escalation to vendor) to meet SLA.
• English language and clear communication (to talk with customers). |
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