SAP CRM Principal Architect
Posted on Mar 12, 2020 by JSAN Consulting Ltd
Deploying SAP CCtr components and applications
Adding switchboard and remote users to SAP CCtr
Sound knowledge about contact center management from manager/Supervisor/analyst and other user perspective
Middleware integration and web service integration of IVR components,
Expertise in call, email, fax, chat routing, voice recording, IVR, and outbound dialling.
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