Requirements

Required – Technical Skills

• 7+ years of experience as a Business Analyst, Functional Consultant, Product Owner, or similar role in enterprise Customer Experience (CX) transformation initiatives.
• Proven expertise in at least one of the following SAP Customer Experience solutions:
• SAP Sales Cloud V2
• SAP Service Cloud V2
• SAP Customer Engagement (Emarsys)
• Strong experience gathering, documenting, analyzing, and validating business and functional requirements.
• Deep understanding of sales, service, or customer engagement business processes.
• Experience defining scalable business solutions aligned with organizational goals and industry best practices.
• Strong knowledge of integrations, APIs, data management, reporting frameworks, and enterprise architecture concepts.
• Experience creating user stories, acceptance criteria, process maps, functional specifications, and business documentation.
• Experience working within Agile delivery environments and using tools such as Jira and Confluence.
• Experience supporting testing activities, including UAT, validation, and defect management.
• Ability to collaborate effectively with business stakeholders, architects, developers, and project teams.

Required – Soft Skills

• Excellent communication and presentation skills.
• Strong stakeholder management and business relationship-building abilities.
• Strategic thinking and problem-solving mindset.
• Ability to influence decisions across business and technology teams.
• Strong facilitation and workshop leadership capabilities.
• Ability to drive multiple initiatives simultaneously.
• Mentoring and coaching skills for junior team members.
• Strong organizational and analytical skills.

Nice to Have (Technical Skills)

• SAP CX certifications related to Sales Cloud V2, Service Cloud V2, or Emarsys.
• Experience with SAP BTP, SAP Integration Suite, and SAP S/4HANA integrations.
• Knowledge of AI-driven customer engagement and automation capabilities.
• Experience participating in large-scale digital transformation programs.
• Familiarity with CRM, marketing automation, customer service platforms, and customer data solutions.

Responsibilities (Activities to Perform)

• Lead discovery sessions, workshops, and requirements-gathering activities with business stakeholders.
• Analyze and document business, functional, and non-functional requirements.
• Design and optimize business processes within SAP Sales Cloud V2, SAP Service Cloud V2, or SAP Customer Engagement (Emarsys).
• Translate business objectives into scalable and efficient SAP CX solutions.
• Define user stories, acceptance criteria, process flows, and functional specifications.
• Collaborate with architects and technical teams to define integrations, data strategies, and solution designs.
• Support testing activities, including test strategy definition, UAT coordination, and solution validation.
• Identify opportunities for process improvement, automation, and innovation.
• Act as a trusted advisor to business stakeholders and provide recommendations aligned with industry best practices.
• Mentor Business Analysts and promote standards, methodologies, and best practices.
• Ensure alignment between business objectives, technology solutions, and project deliverables.
• Support delivery teams throughout implementation, deployment, and post-go-live activities.

Required Languages

• English: Upper-Intermediate to Fluent (B2+ / C1)

Additional Information

Location

• Bangalore, India. Colombia (Remote)

Travel Requirements

• Occasional travel may be required based on client or project needs.

Special Conditions

• Candidates must have expertise in at least one of the following solutions: SAP Sales Cloud V2, SAP Service Cloud V2, or SAP Customer Engagement (Emarsys).
• Experience interacting with senior business stakeholders and cross-functional teams is required.
• Experience in enterprise digital transformation initiatives is highly preferred.
• The role requires strong business analysis, stakeholder management, and SAP CX functional expertise.

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