A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients� opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50 year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of over 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion.
Visit us at www.capgemini.com. People matter, results count.
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Click the following link for more information on your rights as an Applicant –http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law
Principle Duties and Responsibilities:
As a HR Tools Consultant within Capgemini�s Business Services Global Business Line the following set of responsibilities and duties exists. Deliver functional tools strategies which support client business processes and support our global delivery centers, recommendations and solutions that will overall improve our client�s experience and delivery center outcomes. Promote Capgemini�s Digital Employee Operations (DEO) and Digital Learning Operations (DLO) practice, its principles while leveraging our assets. The HR Tools Consultant will provide the technical leadership by applying the correct functional/technical methodologies, innovation and providing tools excellence across our centers and client�s integration systems. Additionally, support the documentation and hand-off of ServiceNow, Salesforce.com and Interactive Voice Response (IVR) based solutions to the delivery center team. With Capgemini�s intelligent automation, our consultants help our clients to make the best use of their HCM investment through a range of intelligent automation solutions with front office live chats, chatbot, and knowledge portals to back office Robotic Process Automation (RPA) offerings.
You will partner with client and delivery center teams on the technical deployment of cloud-based tools and solutions that meet clients� business requirements and is responsible for requirement scoping, leading the configuration of ServiceNow, Salesforce.com and IVR communication stack, application of programming techniques to develop robust contact center tools and attaining technical milestones throughout transition engagements. Adhere to ServiceNow, Salesforce.com and other platform development best practices. Adhere to development lifecycle standards and processes. Load, manipulate, and maintain data between multiple systems and environments.
Minimum 3 years of external consulting experience or other relevant experience related to successful delivery of technical contact center tools and solutions.
Minimum 3 years of experience in one or more of the following platforms but not limited to: ServiceNow, Salesforce.com, IVR Genesys Call Center Solutions
Bachelor�s Degree required. Ability to independently understand and transition into Capgemini�s methodologies and approaches. Support technical and tools sales cycle with RFP/RFI/RFQ development. Technical and automation first mindset who understands the ever-changing Contact Center platform and associate tools. Experience in software QA testing including creating and completing tests, issue tracking and strong debugging skills. Ability to work effectively cross-functionally and interculturally across geographically dispersed groups with a proven track record of driving results. Experience with governance, risk and compliance management.
Must have prior Functional ServiceNow or Salesforce consulting experience
Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment.
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