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Intermediate SAP Solutions Architect to manage C4C stabilization by identifying areas of concer[...]
3 months ago
Job Type: Contract
Positions to fill: 1
Start Date: Sep 09, 2024
Job End Date: Feb 28, 2025
Pay Rate: Hourly: Negotiable
Job ID: 139676
Our utilities client is seeking an Intermediate SAP Solutions Architect to manage C4C stabilization by identifying areas of concern with focus on reducing average call handling time (AHT).
Initially a 6-months contract to start. 37.5 hrs/week. Can be fully remote within Canada, working in PST time zone.
Must Have:
- 8+ years as a SAP Consultant; demonstrated experience in SAP roadmap and industry best practices
- 5+ years in Solutions Architecture
- 2 years of hands-on experience in SAP C4C, including implementation
Nice to Have:
- SAP C4 certification
- Utilities industry experience
Responsibilities:
As with any new SAP product implementation, there is a period of time that is needed to stabilize the software. The adoption of C4C is a dramatic change from the previous CIC solution. Therefore, it is normal to examine what areas may need post go-live attention.
You will work with IT and business users to identify any areas of concern. Particular focus will be on reducing average call handling time (AHT). This will involve identifying the root cause of the issue, which may include:
- Working with business stakeholders in CEM or Customer Operation & Experience to work through user stories and/or business processes
- Inefficient business processes
- Technical issues such as configuration or customization
- Resolution of a known defect or SAP customer incident
- Limitations in the core product
Once everything is understood, a corrective action can be proposed and implemented. This role would involve understanding the holistic status of the system and shepherding the agreed steps to resolution. Apart from the stabilization effort, some time may be spent looking at the future CX roadmap.
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