IT Transformation Sr Solution Specialist CRM

Milano, Lombardia
  1. Full Time
  2. IT/Technology
Data di pubblicazione:10 Jun, 2019
Questa posizione è scaduta
About Vodafone

As Vodafone continues to evolve, our dedication to innovation has never been greater. Already the world's leading mobile telecommunications company, our goal is to pioneer a world of digital solutions and smart services. At Vodafone, we don’t just produce creative products, we develop amazing people too. We are always looking for ambitious talents, passionate about technology & innovation and with the desire to change the world around them.

About the role

The main purposes will be to Design & Delivery new solutions for Customer Care (e.g. CRM, CMS, Contact Center platform, IVR etc) for both consumer and enterprise commercial business units.

The main focus will be:
  • Identifying the best and most modern IT solutions
  • Increasing operative efficiency 
  • Supporting lean customer care processes
  • Matching local and global needs
  • Contributing to the design of an overall simple, effective and future proof customer experience.
Main Activities and Responsibilities:
  • To define, design and implement business solutions in the Customer Care  area, suggesting the best technical solution, to cope with commercial requirements, technology evolution, users experience needs;
  • To coordinate and manage vendors activities during the project deployment, in order to guarantee time to market, best use of the budget, compliancy to users requirements;
  • To grant the correct and effective business involvement and alignment in all the project phases
  • To grant the certification process to ensure the appropriate quality in the delivery phase, delivering high quality products and solutions, through architecture support and capacity planning.
  • Work in teams (business & technology) to define new Vodafone processes and services and the related customer experience;
  • Ensure smooth product releases and zero defects on Customer Care platforms
Core competencies, knowledge and experience:
  • Experience in Telco Channels applications and processes (both consumer and enterprise market);
  • Knowledge of the Customer care application propositions available on the market;
  • Ability to understand marketing needs and strong vision on Telco market evolution;
  • Strong experience in managing complex and interfunctional projects, with a specific experience on IT suppliers management;
  • Keen in delivering results;
  • Problem Solving skills;
  • Experience on IT Delivery in a changing environment;
  • Customer oriented.
Must have technical / professional qualifications:
  • University degree in Telecommunication engineering, Computer Science Engineering, Computer Science, Electronic engineering
  • Fluent both in Italian and in English (written and spoken);
  • At least 3 years of experience in understanding marketing needs and in finding the best IT solutions to support.