|部署・役職名||【CRM IT Solution Specialist】Technology－enabled global business services company※With a presence in 40countries and a staff of more than 230,000 globally who speak 70＋ languages|
The CRM IT Solution Specialist will be responsible for the creation of technology solution design,costing and overall technology strategy in response to client business requirements. This role will be accountable for technical understanding of Our company’s technology strategy and assets, including third Party vendor products and Our company－developed assets to be leveraged for client’s requirements, including CRM, Voice, Networks （WAN/LAN）, Security （i.e. PCI）, Business Continuity / Disaster Recovery, Help Desk, and Costing / Pricing Tools. Expectation will be for full ownership to define the E2E technical solution and cost case, including but not limited to: which assets/technologies will be used, how they interface to each other and to client systems, which components will be customized versus standard/configured, hosting model （client premise, SaaS, shared IT, etc.）.
Roles ＆ Responsibilities:
・Accountable for providing high quality CRM technical solutions for our clients
・Acts as primary liaison between the client and internal functional groups for initial design and any subsequent scope changes also between project Team and internal client for change requests
・Develop the architecture specification document for Our company technology solution that will meet client requirements under the Our company shared systems or for client dedicated systems.
・Develops statement of work and/or functional business requirements Document “BRD” for issuance to all relevant parties associated with the Technology solution.
・Working with Procurement team to determine/recommend which vendor/partner that should be selected to be part of the recommended solution
・Build the technical business case on recommend the system solution
・Offers or obtains information on hardware / software / development costing and assist the pricing team to price the Solution and be competitive
・Creates and integrates a cohesive, coordinated IT Transition plan that meets stake holder priorities within client’s go－live production date requirements.
・Reviews, prepares and sources RFP, RFI or RFQ responses pertaining to operational and technology requirements as required
・Partner with Solution and Sales team in presenting Our company approved technology Solutions
・Accountable for the development of service Level agreements for sign－off by the client, IT delivery services and operations
・Responsible for Technology IT Project Management Engagement Handoffs
・Ensures scalability and Global / International capabilities of technology.
・Business level English （Speaking, Listening, Reding and Writing）
・Contact Centre Technology Offerings from ACD, IVR, Chat, Email, Recording, Monitoring, back end CRM Solution, Work Force Management, and Internal Quality Management policies.
・Knowledge and understanding of technology trends with digital and Omni Channels, Self－Service,and real－time analytics.
・Software development process and terminology － experience in software development required
・Software technology related concepts such as GUI components, IDE, Version and Source Control,VDI （Citrix and VMWare）, browser, etc.
・IT related concepts such as network, shared drive, remote connectivity, performance parameters,desktop, dev/test/QA/production environments, etc.
・Client facing role, capable of discussing /presenting the technical solution with the client IT team and articulate the dependencies, requirements etc.
・Demonstrates innovative problem solving and analytical skills to resolve issues
・Excellent communication skills both verbal and written
Experience ＆ others
・5＋ years of experience in technology solutions
・Contact Centre technology management and deployment experience preferred
・Experience in working with global teams, in different time zones and cultures preferred
|アピールポイント||外資系企業 女性管理職実績あり 従業員数1000人以上 2年連続売り上げ10％以上UP 創立30年以上 年間休日120日以上 産休・育休取得実績あり 教育・研修制度充実 資格支援制度充実 上場企業|