Desired Skill Set |
We are currently looking for a number of CRM Call Centre Architects who will be responsible for either overseeing the
planning, design and implementation of an entire architecture or will be a specialist in specific areas of CRM (Customer Relationship Management).Job Requirement Desirable
- Experience of the business process and business issues associated with a call centre.
- Planned, designed and implemented the architecture for at least one call centre preferably in the telecoms or financial services sector where the components included the front office applications and
their supporting infrastructure, CTI applications and PBX/ACD components.
- Direct experience of implementing at least one customer care, sales force automation product (Vantive, Siebel, Clarify) and integrating it with other core business systems.
- Understanding of call routing telephony concepts voice over IP, network performance and capacity.
- In-depth knowledge of the technical architecture options associated with the following products ACD'S, Predictive Diallers (eg Melita, Davox, Mosaix), CTI Products, IVR/VRU.
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