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IBM SAP IS-U (CR&B) FrontOoffice Lead Consultant in Philadelphia, Pennsylvania

Job Description

Would you like the opportunity to join the IBM SAP organization? Then this is your chance! Our SAP Service Line is a dynamic team who engage with clients to bring them deep industry expertise. It helps clients to identify opportunities to use information technology more effectively, generating new intelligence and thereby improving their business performance and creating competitive advantage.

IBM is seeking a SAP Front office Lead consultant responsible for aligning detailed customer service business processes and requirements to SAP CR&B Utilities solutions (tools & applications) in planning and designing / architecting projects as well as providing integration and solution delivery oversight. Will work with and lead deployment teams to ensure sound and leading practice design, end to end integration to support business processes and utility business objectives.

Are you experienced in deploying and leading team in the deployment of SAP IS-U CRM Web Interaction Center or SAP Cloud for Customer (C4C) modules in electric, gas, water and combined utilities? Do you have experience and exposure to Hybris? If so, that is a plus.

Our expectation would be that you would maintain up to date skills with regards to SAP front office direction and options for CR&B & S/4.

We are looking for someone who has experience in leading and contributing to multi-component team(s) including, Customer Portal / IVR integration / as well as dedicated front office team


Required Technical and Professional Expertise

Looking for 5+ years experience in the following below…

  • End to end experience in Utility call center and customer service processes including, move in / move out, service transfers, customer inquiries for, but not limited to; high bills, payment extensions, installments. Understands call center metrics (AHT / first call resolution / queue processing etc…) and balancing process and technical design with metrics impact.

  • Experienced in integrating IVR technologies into the front office application as well as integration and input to digital interface (portal / chat / apps on multiple platforms & devices).

  • Extensive configuration knowledge of CRM Web Interaction Center or C4C in creating a efficient and intuitive interfaces that support productive use of the application such as, guided procedures and 80% screens.

Preferred Tech and Prof Experience


EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.