SAP C4C, Sales and Service Cloud V2 Functional Lead

• 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.

• 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