It Technology Senior Consultant Sap Cs Contact (Saltillo)

We help the world run better

Purpose and Objectives

The SAP CPIT CS CTG Contact Center Technologies team provides worldwide support for SAP's contact center design and operations based on Sinch's Contact Pro Omnichannel cloud solution. The Contact Center Technologies team specialists support and manage new communication technologies and ensures a rock solid, high quality and reliable service for our internal Lines of Business (LOB) to enhance the productivity of SAP employees. Within our team, we practice a trust‑based working model. If you need to work flexibly, you can do so given your manager's agreement.

Expectations and Tasks

Do you like to work with people in a very dynamic environment? How about being challenged by the latest technologies? Would you also enjoy working within a virtual international team, which provides opportunities to deliver innovation and solve complex problems? Then this position is perfect for you.

We are fully committed to delivering the right mix of collaboration services to SAP's workforce to enable their success.

Responsibilities

• Be located at and work from within SAP office 3 days per week on a flex‑work model
• Setup agents, queues and configurations on customer needs
• Detect, address and resolve complex issues
• Analyze and provide professional recommendations on non‑standard items to internal customers
• Share best practices and lessons learned, and leverage them for future enhancements
• Assist in monitoring service quality and preparing service reports
• Be able to also explain complex scenarios with simple words, and also be able to assist and train end‑users/agents if this is required
• Work with design team on strategies that helps meet customer needs

Education and Qualifications / Skills and Competencies

Required Skills

• University or Diploma degree in Information Technology
• Excellent interpersonal skills - communicating with others, problem solving and decision making
• Positive attitude, sociable,