- Candidate should have at least 6 to 8 years of experience in Sales and Service Cloud V1 (C4C) and V2
- SAP CRM experience desirable but not mandatory
- Lead Requirement gathering sessions and functional workshops in SAP C4C V1&V2
- Understand business processes and map them to the capabilities of C4C and SAP Sales and Service Cloud V2.
- Actively participate in Presales RFP for solutioning of CX solutions.
- Prepare Business Requirement Documents (BRD) and functional specifications.
- Configure SAP Service Cloud V2 based on business needs (e.g., business roles, workflow rules, service levels, ticket management, etc.).
- Lead end to end implementation and coordination with component teams.
- Lead UAT (User Acceptance Testing) and ensure quality assurance of the configured solution.
- Collaborate and work with team during project phases such as build, test, deployment, and hyper care.
- Collaborate with technical teams on integration needs, data migration, and custom development.
- Worked extensively in Integration capabilities of C4C and SAP Sales and Service Cloud V2 with SAP S4HANA, SAP CPI and Third party ERP's.
- Candidate should have deep understanding on SAP BTP Architecture for side by side extensions with SAP Sales and Service cloud V2.
Skills Required
- Experience in leading projects with Hands-on experience in SAP C4C, SAP Sales and Service Cloud V2.Atleast 2 end to end lifecycle implementation projects
- Solid understanding of SAP Sales and Service Cloud V2 architecture, capabilities, and extensibility options.
- Ability to gather requirements, perform fit-gap analysis, and convert into functional documentation.
- Strong knowledge of business process flows in Sales and Service areas (e.g., lead-to-quote, ticket management, SLA, routing rules).
- Experience in preparing BRDs, test cases/scripts, training materials, and user documentation.
- Familiarity with SAP Service Cloud V2 configuration tools, such as:
Workflow Rules
Business Rules
User Roles & Authorizations
Service Levels & Categorization Schemas
- Experience in Key user tools and screen adaptations
- Experience in creation of Org structure, Material and customer data
- Exposure to SAP C4HANA implementation methodology and deployment options
- Understanding of integration scenarios with SAP S/4HANA or other backend systems.
- Strong analytical, problem-solving, and communication skills.
- Ability to work in agile/scrum environments and interact directly with clients and stakeholders.
- Client facing experience is preferred
- Good communication skills in English
Qualifications
Educational qualification:
B.E./B.Tech., MBA Preferred
