CRM Functional Lead

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Im Currently looking for a CRM Functional Lead for a 6 months contract with a key client with this role based in Melbourne CBD starting within the next 2-3 weeks.

Please see below accountability's for this role:

* Support and participate in agile planning events (PI Planning).

* Leverage expert-level product knowledge in SAP CRM to determine the most appropriate approach and solution for given business requirements/user stories.

* Define the SAP CRM solution design and review solution designs by other team members. Ensure overall functional and technical quality of the solution.

* Ensure that the solution design meets functional and non-functional requirements and aligns with the overall Solution Architecture as well as with LDD architectural and design standards & guidelines.

* Actively support the build, test and documentation of the SAP CRM solution.

* Ensure all solutions developed follow technical build, test and documentation standards and guidelines.

* Contribute to other activities required to complete the deliverables of sprints in a true agile / SCRUM engagement, such as backlog refinement and sprint planning ceremonies.

Skills:

* Expert level skills in designing and configuring end to end customer service processes in SAP CRM, with specific experience in Interaction Center.

* Strong analytical skills, attention-to-detail, technical writing skills.

* Ability to prioritise work effectively.

* Ability to adapt to a changing environment & dealing with ambiguity.

Knowledge:

* In-depth understanding of customer service processes and best practices for setting up SAP CRM Interaction Center service, telesales, and claims.

* In-depth knowledge of SAP CRM master data and integration with SAP ECC for cross-application business processes.

* Detailed knowledge of SAP CRM multi-channel integration of communication management software (CTI, email, chat).

* Business/IT degree qualifications; SAP functional certification in SAP CRM highly regarded.

Experience:

* 5+ years' experience as an SAP CRM Functional Lead Consultant.