Senior SAP C4C Consultant / Lead

Senior Level Job Description

Job Level:	Senior / Lead
Work Type:	Full-time / Contract
Primary Skill:	SAP C4C / SAP Sales & Service Cloud
Experience:	6 years of SAP CRM / SAP CX experience, with strong hands-on experience in SAP C4C / SAP Sales Cloud / SAP Service Cloud.
Domain:	SAP CX / CRM / Utilities
Location:	Offshore / Onsite / Hybrid

Role Summary

We are looking for a senior SAP C4C Consultant / Lead with strong experience in SAP Cloud for Customer, SAP Sales Cloud, and SAP Service Cloud. The role will be responsible for leading solution design, configuration, integration, testing, deployment, and support for customer experience and CRM processes. The candidate should be able to work with business stakeholders, architects, integration teams, SAP ISU teams, and delivery leadership to implement scalable, reliable, and business-aligned C4C solutions.

Key Responsibilities

• Lead end-to-end SAP C4C / SAP Sales Cloud / SAP Service Cloud solution design, configuration, testing, deployment, and post-go-live support activities.
• Conduct requirement workshops with business stakeholders and translate business needs into functional specifications, solution designs, and configuration requirements.
• Configure and support core C4C capabilities including account management, contact management, activity management, lead and opportunity management, service request management, tickets, workflow rules, approval processes, business roles, page layouts, and fine-tuning activities.
• Design and support integrations between SAP C4C and SAP ECC / S/4HANA / SAP ISU, including replication of customers, accounts, products, contracts, service tickets, and transactional data as per project scope.
• Work with integration teams on SAP CPI / PI / PO / API-based interfaces, OData services, SOAP / REST web services, middleware monitoring, interface error handling, and data synchronization issues.
• Support utilities CRM processes such as customer service, complaints, move-in / move-out, service requests, customer interactions, case handling, and integration with billing or contract account processes where applicable.
• Prepare functional specifications for enhancements, forms, reports, interfaces, extensions, custom objects, workflow changes, and user interface adaptations.
• Coordinate with technical teams for SDK / PDI developments, ABSL scripting, custom fields, custom business objects, screen adaptations, mashups, and integration extensions.
• Lead SIT, UAT, regression testing, test data preparation, defect triage, root-cause analysis, business sign-off, cutover, and hypercare activities.
• Support master data migration, data validation, reconciliation, access management, user training, operational documentation, and knowledge transfer.
• Drive best practices, governance, documentation discipline, and continuous improvement across SAP C4C delivery and support operations.
• Mentor junior consultants, coordinate across onsite / offshore teams, and provide senior-level guidance to project teams and stakeholders.

Required Skills

• Strong hands-on experience in SAP C4C / SAP Cloud for Customer, SAP Sales Cloud, and SAP Service Cloud configuration and support.
• Good understanding of SAP CRM / CX processes including account management, lead-to-opportunity, quote-to-order handoff, interaction management, ticketing, service requests, and customer service operations.
• Experience in business configuration, scoping, fine-tuning, workflows, business roles, access restrictions, page layouts, custom fields, and adaptation tools.
• Strong understanding of integration between SAP C4C and SAP ECC / S/4HANA / SAP ISU using SAP CPI, PI / PO, OData, SOAP, REST APIs, or middleware platforms.
• Ability to work with SDK / PDI teams for custom objects, ABSL scripts, UI designer changes, mashups, and technical extensions.
• Experience in data migration, master data validation, ID mapping, replication monitoring, error resolution, and interface troubleshooting.
• Good knowledge of testing lifecycle including unit testing, SIT, UAT, regression testing, defect management, and release support.
• Strong documentation skills including functional specifications, configuration documents, test scripts, training material, and support handover documents.
• Strong communication, consulting, problem-solving, stakeholder management, and leadership skills.

Preferred / Good-to-Have Skills

• Experience in utilities, water, energy, or customer service transformation programs.
• Exposure to SAP ISU integration, customer service processes, billing touchpoints, and meter-to-cash lifecycle.
• Knowledge of SAP BTP, SAP Integration Suite, SAP Cloud ALM, SAP Analytics Cloud, or SAP S/4HANA Utilities.
• Experience with SAP Sales / Service Cloud Version 2 is an added advantage.
• SAP C4C / SAP Sales Cloud / SAP Service Cloud / SAP CX certification is preferred.
• Experience in Agile delivery using Azure DevOps, JIRA, Confluence, or similar tools.

Key Competencies

• C4C solution leadership
• CRM process consulting
• Integration ownership
• Defect and RCA ownership
• Stakeholder communication
• Team mentoring

Candidate Expectations

• Should be able to work independently with minimal supervision and own delivery outcomes.
• Should be comfortable working with client stakeholders, architects, PMs, product owners, integration teams, testing teams, and offshore / onsite delivery teams.
• Should provide clear documentation, regular status updates, risk identification, and solution recommendations.
• Should be able to guide junior team members and support knowledge transfer for steady-state support.