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Thứ Ba, 28 tháng 4, 2015

Salesforce.com Service Cloud Manager (US Location Negotiable) + - Accenture - San Francisco, CA

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Accenture's Emerging Technology Practice is seeking talented Salesforce.com Service Cloud Professionals to join our growing team. By joining Accenture you can make great ideas happen for some of the world's most dynamic companies while working for a world class SFDC consulting organization.

We are seeking Salesforce.com Service Cloud Professionals with specific experience in Business Architecture, Functional Solutions or Technical Architecture related to enterprise Service Cloud implementations. Some of the experience and skills we are looking for in each area include:

Business Architect:
Experience working on customer service transformational programs from the strategy and roadmap through the implementation phase
Well rounded expertise in all aspects of contact center operations (work distribution, scheduling, forecasting, process improvement, training, performance management, continuous improvement)
Ability to lead teams that create operational process flows, defines case reasons, routing rules, reporting requirements, support the interface design, advise on UAT, and coordinate between change management and user migration.

Functional Architect:
Experience working with business process and development teams to design, implement and deploy Salesforce.com Service Cloud applications to a wide variety of clients at the enterprise level
Ability to drive business requirements, develop a functional design to create and effectively demonstrate solutions that address customer requirements
Understanding of Call Centers, Contact Centers or Delivery Centers, including an understanding of key operational metrics and performance indicators used to manage a Customer Support environment and knowledge of the relationship between a Customer Support environment and other Business units

Technical Architect:
Ability to serve as domain experts on force.com and Service Cloud platforms
Broad technical background and expertise in all aspects of the Service Cloud platform including cloud applications, security, and integration to technical and non-technical audiences
Ability to drive the end-to-end solution architecture definition and implementation including application architecture, integration architecture, data, performance and security architecture and expertise in how Salesforce integrates with key technology enablers used within a Customer Support environment

Qualifications

Basic Qualifications:
Bachelor's Degree
Minimum of 5 years of Consulting Experience (Big 5 or boutique consulting firm)
Minimum of 5 years of Salesforce.com implementation experience and/or Contact Center/ Customer Service experience
Minimum of 3 years of experience managing teams and driving solution and technical design and implementation work streams.
Ability to travel up to 80%

Preferred Skills Requirements
Salesforce.com Service Cloud implementation experience
Salesforce.com certifications (Admin, Service Cloud Consultant)
Experience with Oracle-Siebel, ServiceNow or SAP
Customer service business process design experience
Ability to facilitate requirements and design sessions with 10-20 client stakeholders
Design through deploy experience
Background with technical architecture and security concepts (integration patterns, architecture styles, data security)
Understanding of key SFDC architectural concepts (e.g. API and governor limits)
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.



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