SalesForce Functional SME for Service Center

Sales Force Functional SME for Service Center (Permanent / Full time )

• Full-time

10+ Years

• 10+ years of relevant consulting
• Extensive experience in writing BRD, Functional Specification documents, and project management
• Worked effectively and closely with several project managers to co‑ordinate, track and monitor project progress and status
• Extensive experience in conducting Feasibility Studies, Gap Analysis and Root Cause Analysis (RCA)
• In‑depth understanding of the capabilities and constraints of CRM application
• Experience in solution design, implementation and testing of the CRM applications
• Applied knowledge of CRM and the Service
• Must have good experience in business analysis, group facilitation, software design, development and testing

• Consultant Certification is a plus
• Contact Center Business Process / Sales Process
• Knowledge on Healthcare/Insurance Industry Call Center experience would be beneficial
• Experience with CRM Projects especially with SFDC implementation a huge plus
• Functional SME/Analyst resource with knowledge of Contact Center and CRM functions to assist and guide business in the CRM requirement definition and Testing Managers to define testing strategy
• Work with business to extract and refine requirements and provide leadership in the decision making process
• Work with other team members to clearly articulate business requirements and documentation.
• Work with implementation team to ensure business requirements are addressed in the solution design/implementation

• Experience in consulting for CRM (preferably  or Peoplesoft CRM) based projects
• Excellent client communication and relationship skills are a must
• Experience in using Industry Standard Project Management methodologies and processes

Bachelors or Masters

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Eligibility: EAD GC/ GC/ US Citizen

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