DLK Group is seeking an experienced SAP Contact Centre Telephony Functional Analyst Principal to lead the implementation, configuration, and optimization of SAP Contact Centre solutions. The ideal candidate will have 8+ years of SAP experience, with a strong background in multiple SAP Contact Centre Telephony implementations. The role requires expertise in system configuration, analysis, and solution implementation, ensuring seamless telephony operations within the organization.

Key

Responsibilities:

• Business Analysis & Requirement Gathering: Work closely with stakeholders to assess contact center telephony needs and define system requirements.

• Solution Design & Configuration: Configure SAP Contact Centre (BCM) to align with business objectives, including call routing, IVR setup, and omnichannel support.

• Integration & Implementation: Integrate SAP Contact Centre with SAP CRM, SAP C4C, VoIP solutions, and third-party telephony systems.

• Project Execution: Lead and support full-cycle SAP Contact Centre implementation projects, ensuring timely and successful delivery.

• System Optimization & Troubleshooting: Monitor system performance, identify issues, and implement improvements to enhance efficiency and user experience.

• User Support & Training: Provide training and support to end-users, ensuring they can effectively utilize the SAP telephony solution.

• Compliance & Best Practices: Ensure that the telephony solutions adhere to industry best practices, security standards, and local governance policies.

Qualifications Required:

• Related SAP Certification in SAP Contact Centre/BCM or equivalent.

• Candidates must provide proof of SAP Certification at all levels when submitting their CVs.

Requirements

Experience Required:

• 8+ years of SAP experience with a focus on Contact Centre Telephony solutions.

• Demonstrated experience in multiple SAP Contact Centre Telephony implementations from design to deployment.

Core Skills:

• SAP Contact Centre Telephony expertise (SAP BCM/SAP Contact Center)

• System Configuration and Set-up of telephony environments

• Analysis and Solution Implementation for telephony integration with SAP CRM, C4C, and third-party platforms

• Project Execution with strong stakeholder management and documentation capabilities

Mandatory

Requirements:

• 8+ years SAP experience in contact center telephony solutions

• Proven track record of multiple SAP Contact Centre Telephony implementations

• Related SAP qualification and certification

Other

Requirements:

• Local governance experience in South Africa would be beneficial.

• Candidates residing in Cape Town are strongly preferred.

• Safety and Security sector experience is advantageous.

• Knowledge of SIP Trunking and telephony infrastructure is beneficial

Sap Contact Centre Telephony Functional Analyst – Principal position available in Western Cape, Cape Town. This job position was posted by DLK Group. The job has been posted as a premium ad on 2025-03-16 at 15:02:37 in the It Computer category