SalesForce Functional SME for Service Center (Permanent / Full time )
Relevant Experience (Yrs):
10+ Years
Technical/ Managerial Skills:
· 10+ years of relevant consulting
· Extensive experience in writing BRD, Functional Specification documents, and project management
· Worked effectively and closely with several project managers to co-ordinate, track and monitor project progress and status
· Extensive experience in conducting Feasibility Studies, Gap Analysis and Root Cause Analysis (RCA)
· In-depth understanding of the capabilities and constraints of CRM application
· Experience in solution design, implementation and testing of the CRM applications
· Applied knowledge of CRM and the Service
· Must have good experience in business analysis, group facilitation, software design ,development and Testing
Preferred Experience:
· Consultant Certification is a plus
· Contact Center Business Process / Sales Process
· Knowledge on Healthcare/Insurance Industry Call Center experience would be beneficial
· Experience with CRM Projects especially with SFDC implementation a huge plus
Roles & Responsibilities:
· Functional SME/Analyst resource with knowledge of Contact Center and CRM functions to assist and guide business in the CRM requirement definition and Testing Managers to define testing strategy
· Work with business to extract and refine requirements and provide leadership in the decision making process
· Work with other team members to clearly articulate business requirements and documentation.
· Work with implementation team to ensure business requirements are addressed in the solution design/implementation
Additional Skills:
· Experience in consulting for CRM (preferably Salesforce.com or Peoplesoft CRM) based projects
· Excellent client communication and relationship skills are a must
· Experience in using Industry Standard Project Management methodologies and processes
Education:
Bachelors or Masters
please share your profile to mdanish(at)1stitsolutions.com
Job Status: Full Time / Permanent
Eligibility: EAD GC/ GC/ US Citizen
Share the Profiles to mdanish(at)1stitsolution.com
Contact: 703 349 1004
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