Sap Contact Centre Telephony Functional Analyst Principal
Cape Town, WC, ZA, South Africa
Job Description
DLK Group is seeking an experienced
SAP Contact Centre Telephony Functional Analyst - Principal
to lead the implementation, configuration, and optimization of SAP Contact Centre solutions. The ideal candidate will have8+ years of SAP experience
, with a strong background in multiple SAP Contact Centre Telephony implementations. The role requires expertise in system configuration, analysis, and solution implementation, ensuring seamless telephony operations within the organization.###
Key Responsibilities:
Business Analysis & Requirement Gathering:
Work closely with stakeholders to assess contact center telephony needs and define system requirements.Solution Design & Configuration:
Configure SAP Contact Centre (BCM) to align with business objectives, including call routing, IVR setup, and omnichannel support.Integration & Implementation:
Integrate SAP Contact Centre with SAP CRM, SAP C4C, VoIP solutions, and third-party telephony systems.Project Execution:
Lead and support full-cycle SAP Contact Centre implementation projects, ensuring timely and successful delivery.System Optimization & Troubleshooting:
Monitor system performance, identify issues, and implement improvements to enhance efficiency and user experience.User Support & Training:
Provide training and support to end-users, ensuring they can effectively utilize the SAP telephony solution.Compliance & Best Practices:
Ensure that the telephony solutions adhere to industry best practices, security standards, and local governance policies.###
Qualifications Required:
Related SAP Certification
in SAP Contact Centre/BCM or equivalent.* Candidates must
provide proof of SAP Certification
at all levels when submitting their CVs.
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Job Detail
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Job IdJD1384334
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCape Town, WC, ZA, South Africa
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EducationNot mentioned