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Contract Contact Centre Solutions Architect

Client of JobServe

3 - 4 years Dubai - United Arab Emirates

Other(Other). Any Nationality


, Posted on May 17, 2018 1 Opening

Job Description

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Required skills:
*Experience :- Information Technology, Infrastructure 5+ Years Knowledge/Skills:-
*Understanding of Architecture and design artefacts (ArchiMate, UML models etc. Understanding of industry standard development methods (eg RUP, SCRUM)
*Experience as a Contact Centre solutions architect, well versed in multi-channel technologies and telephony platforms (eg AVAYA, GENESYS) with an emphasis on holistic integration of these technologies with CRM solutions (eg SALESFORCE, ORACLE).
*Deep understanding of customer service methodologies and best practices for a service organization, focusing on call centres/contact centre key metrics within each and what it takes to grow from a call centre to contact centre
*Extensive experience with Salesforce configuration, including workflows, validation rules, Process Builder, and security controls
* Experience defining business requirements, writing user stories, and providing detailed system and functional designs
*Expert level experience defining the system architecture landscape, identifying gaps between current and desired end-states, and delivering a comprehensive solution that will enable achievement of the desired business outcomes
*Must be willing to travel (average 25%)
*Good to have 3-4 years' experience in Salesforce (or comparable CRM application) configuration and implementing CRM systems
*Must have excellent oral and written communication, presenting, meeting facilitation, negotiation, decision making, and problem solving skills


Industry Type : IT - Software Services
Functional Area : IT Software

Keywords

Centre Solutions Architect Oracle CRM UML Scrum System architecture Salesforce Information technology ISO Customer service RUP

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