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Solution Architect - Customer Care

Solution Architect - Customer Care

Smith & Nephew

10 - 15 years

16 - 20 Lacs

pune

Posted:-1 days ago| Platform:

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Skills Required

order management erp automation sap ivr analytical customer service solution architect monitoring auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Design end-to-end solutions for Order to Cash (O2C) processes in a contact center environment.
Architect integrations between Salesforce Service Cloud, SAP S/4HANA, SAP CPI, EDI platforms, and ESKER.
Define and implement API strategies (REST/SOAP) and middleware solutions for real-time data exchange.
Troubleshoot and resolve system integration issues; support operational stability.
Develop and maintain integration standards, documentation, and best practices.
Collaborate with software vendors to optimize integration capabilities.
Stay current with emerging integration technologies and contribute to strategic planning.
Implement audit, logging, and monitoring solutions for integration systems.

Contact Center Enablement:

Integrate CTI, IVR, chatbots, and omnichannel platforms with CRM and ERP systems.
Understand customer service workflows, case management, and escalation processes.
Ensure high availability and performance of contact center applications.
Support IT requirements for contact center KPIs and operational metrics.

Integration & Middleware Management:

Lead development and support of interfaces using IDOC, iFlows, RFC, Proxy, EDI, JDBC, BAPI, etc.
Work with middleware platforms including SAP PI/PO, SAP CPI, BizTalk, GHX, PACCOM, and ESKER.
Support e-invoice tax management integrations (e.g., Pagero, KSeF).
Assist service delivery teams in troubleshooting integration issues.

Collaboration & Governance:

Partner with business analysts, developers, and IT teams to gather requirements and deliver solutions.
Provide architectural governance and maintain documentation.
Support training, testing, deployment, and post-go-live activities.

What will you need to be successful

Bachelor s or Master s degree in Computer Science, Information Systems, or related field.
10+ years of IT experience, including 5+ years in a Solution Architect role.
Strong expertise in:
- SAP S/4HANA, SAP CPI, SAP PI/PO
- Salesforce CRM (Service Cloud, Experience Cloud)
- EDI standards (X12, EDIFACT) and tools (GHX, PACCOM)
- ESKER for document automation
- CTI/IVR, Omnichannel, and Voice of Customer tools
- REST/SOAP APIs and middleware integration patterns
Experience with cloud platforms (AWS, Azure) and microservices architecture is a plus.
Excellent communication and stakeholder engagement skills.

Preferred Certifications:

Salesforce Certified Service Cloud Consultant or Application Architect
SAP Certified Integration Associate - SAP Cloud Platform Integration
TOGAF or equivalent enterprise architecture certification

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