SalesForce Functional SME for Service Center (Permanent / Full time )

Tech Tammina LLC

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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