Technical Analysis for Customer Contact Center (m/w/d) – Freelance – on hold

Details

Beschreibung

The first goal is to document the existing contact center architecture.

The second goal is to deliver a fit-gap analysis based on new business requirements.

The third goal is to define an implementation plan.

Task:

• Document the “as-is” architecture based on information gathered across local and global IT stakeholders.
• Understand the new business requirements and translate it into technical requirements and document it.
• Facilitate interviews with local and global IT stakeholder to gather all formation about the current and future enterprise architecture.
• Identify and document the capabilities or functionalities which will meet the business requirements as well as IT operation.
• Identify and document gaps, align it across the teams and find solutions to close the gaps.
• Define an implementation plan in close collaboration with all project stakeholders.

Requirements:

• Experiences in implementing call center cloud solutions e.g. Nice InContact, AWS Contact Center, Cisco Contact Center
• The freelancer should have knowledge of salesforce.com integartions with contact center solutions.
• Knowledge of the pharmaceutical industry and related business requirements would be beneficial.

Additional Information:

Location: Munich / Remote

Project start: December  2023

Duration: 3 months

Availability: ca. 2,5 days /week

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