SAP Contact Center Technologies Senior Consultant

We help the world run better

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!

The SAP CPIT CS CTG 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 Contact Center Technologies team specialists support and manage new communication technologies and ensures 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:

Do you like to work with people in a very dynamic environment? How about being challenged by the latest technologies? Would you also enjoy working within a virtual international team, which provides opportunities to deliver innovation and solve complex problems? Then this position is perfect for you. We are fully committed to delivering the right mix of collaboration services to SAP’s workforce to enable their success.

As a member of our team, you will:

• Be located at and work from within SAP office in Monterrey 3 days per week on a flex-work model
• Setup agents, queues and configurations on customer needs
• Detect, address and resolve complex issues
• Analyze and provide professional recommendations on non-standard items to internal customers
• Share best practices and lessons learned, and leverage them for future enhancements
• Assist in monitoring service quality and preparing service reports
• Be able to also explain complex scenarios with simple words, and also be able to assist and train end-users/agents if this is required
• Work with design team on strategies that helps meet customer needs.

Required skills:

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

We build breakthroughs together

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, 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.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 392845  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.