SAP SAP Hybris Canada- Contact Center Cloud Operations Engineer Job in Montreal, Canada

Requisition ID: 154619

Work Area: Information Technology

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

COMPANY DESCRIPTION

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. From the back office to the boardroom, warehouse to storefront, on premise to cloud, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

PURPOSE AND OBJECTIVES

SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably. Our mandate is to invent, design, build and deliver innovative world-class products that are highly consumable on our HANA-based platform and delivered into the public cloud.

Our team works within CEC with a focus on SAP Contact Center development. SAP Contact Center is an all-software and Voice over IP (VoIP) based, multichannel contact center suite which helps to provide responsive, consistent and complete customer care and increase the productivity of customer’s contact center operations.

SAP Contact Center is offered to customers as cloud service run by the SAP CCtr Production team. We are looking for additional resources to the team that are diligent and understand the importance of service quality and customer needs. You’ll work in an ambitious and highly efficient team. Several technologies and system environments are part of your work, and collaboration with other groups is beneficial.

You’ll be part of the production team in the role of SAP Contact Center Cloud operations engineer and you’ll be exposed also to tasks related to specification, quality, testing and documentation.

QUALIFICATIONS

  • Microsoft Windows Server knowledge (e.g. AD, DNS, IIS, CA, DFS, WSUS, GPO)

  • Knowledge about IP-networks (Design, implementation and maintenance)

  • Clear and effective written and verbal communication skills in English

  • Constructive and open style of communication as a team player

  • Proactive and capable of working independently as well as part of a team

  • Flexibility and ability to adapt quickly to new tasks/challenges

  • Ability to travel

  • B.Sc. in Computer Science or related engineering field or similar skills acquired through experience. We also appreciate knowledge and experience in the following

  • Data security and high availability.

  • Tools for configuring, maintaining, and monitoring secure and highly utilized production environments.

  • Automatic provisioning tools

  • VoIP technology and protocols like SIP

  • SQL and Microsoft SQL Server

  • Amazon Cloud Services

  • Linux

EXPECTATIONS AND TASKS

The role requires:

  • Provisioning SAP Contact Center tenants in the cloud platform

  • Supporting customer onboarding to SAP Contact Center tenants

  • Monitoring service health

  • Maintaining production environment

  • Analyzing and responding to customer incidents and service requests

  • Ability to understand system wide functionality and concepts

  • Accountability, delivery of the assigned tasks on time, ensuring high quality and high performance

  • Work in an Agile development environment which requires the individual to be self-driven, take decisions independently and be flexible in order to cater to demand

WORK EXPERIENCE

  • Minimum 2 years experience in operating system administration, capacity and performance monitoring and supporting production platforms.

SAP'S DIVERSITY COMMITMENT

To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com , APJ: Careers.APJ@sap.com , EMEA: Careers@sap.com ). Requests for reasonable accommodation will be considered on a case-by-case basis.

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