IT Transformation Sr Solution Specialist CRM

Milano, Lombardia
  1. Full Time
  2. IT/Technology
000000207655
Data di pubblicazione:15 Oct, 2018

The main purposes will be to Design & Delivery new solutions for CustomerCare (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.

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.
Key accountabilities and decision ownership:
  • SolutionsDesign & Implementation, including delivery and post deployment support for projects impacting Customer Care applications;
  • 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