Senior SAP CRM / SAP Service Cloud V2 Consultant

Summary

We are seeking a highly experienced professional to lead the strategic evolution of our customer relationship management landscape, specifically focusing on the transition from SAP CRM to the next-generation SAP Service Cloud V2. This pivotal role demands a deep understanding of enterprise service architecture and the ability to drive complex digital transformations. The ideal candidate will serve as a technical and functional bridge, ensuring seamless integration of legacy systems with modern cloud capabilities while optimizing service delivery processes. This position is critical for enhancing customer satisfaction, streamlining case management workflows, and aligning IT solutions with broader business objectives through expert solution design and stakeholder engagement.

Responsibilities

• Architect and execute comprehensive strategies for migrating from SAP CRM to SAP Service Cloud V2, ensuring minimal disruption to ongoing operations.

• Design and implement custom ABAP enhancements within the SAP CRM environment to address specific business logic and functional gaps.

• Conduct thorough data migration planning, execution, and validation, including detailed fit-gap analysis to identify discrepancies between current and target states.

• Engineer robust integrations between telephony systems (Cisco CTI) and SAP platforms to enable unified communications and enhanced agent productivity.

• Oversee the end-to-end implementation of SAP Service Cloud V2, managing configuration, testing, and deployment phases.

• Lead stakeholder engagement initiatives to gather requirements, manage expectations, and communicate technical concepts to non-technical audiences.

• Define and optimize solution designs that leverage SAP CRM Service and Case Management capabilities to improve operational efficiency.

• Provide expert guidance on the technical roadmap for the SAP CRM-to-Service Cloud transformation journey.

Requirements

Requirements:

• Minimum of 10+ years of professional experience in the IT Services sector, with a proven track record in SAP consulting.

• Demonstrated expertise in developing custom ABAP enhancements specifically for SAP CRM modules.

• Hands-on experience with data migration projects, including complex data mapping, cleansing, and fit-gap analysis.

• Proficiency in integrating telephony solutions, particularly Cisco CTI, with enterprise ERP and CRM systems.

• Strong background in managing stakeholder relationships and delivering high-level solution designs.

• Extensive knowledge of SAP CRM Service and Case Management functionalities.

• Proven success in leading SAP Service Cloud V2 implementation projects.

• Deep understanding of the architectural and functional shifts involved in transforming from SAP CRM to SAP Service Cloud V2.