Senior IT Consultant for Contact Center Technologies

hace 1 mes

Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

**We help the world run better**

**PURPOSE AND OBJECTIVES**

The SAP 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 team specialists support and manage new communication technologies and ensure 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**

We are looking for a highly motivated and experienced IT consultant to join our team. As a member of our team, you will be responsible for setting up agents, queues and configurations on customer needs, detecting, addressing and resolving complex issues, analyzing and providing professional recommendations on non-standard items to internal customers, sharing best practices and lessons learned, and leveraging them for future enhancements, assisting in monitoring service quality and preparing service reports, and explaining complex scenarios with simple words.

**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, a team player who is service oriented

- Ability to work without supervision and take ownership of assigned tasks

- Strong analytical capabilities and process thinking

- Project management skills

- Proven ability to work in a virtual team environment

- Decision making - Demonstrate accountability and commitment by preparing decision-making processes

- Highly motivated, can-do attitude and result oriented

- Strong team player, experienced in working with virtual and international teams

- Strong oral and written communication and presentation skills

- Willingness to accept additional responsibilities

- Excellent in English, both written and verbal

**Preferred skills**

- Familiarity with Contact Center Enterprise technology

- Working knowledge of networking technologies

**WORK EXPERIENCE**

- Minimum two years of experience in contact center operations/administration

**We build breakthroughs together**

**We win with inclusion**

SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

**EOE AA M/F/Vet/Disability**

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

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