SAP C4C, Sales and Service Cloud V2 Functional Lead

Role & responsibilities

• 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 ERPs.

Preferred candidate profile

• 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
• Graduate and above. MBA is preferable