GyanSys - SAP Customer Experience Architect

Job Title : SAP Customer Experience (CX) Architect

Location : Bengaluru (Local Candidates Preferred)

Experience : 10+ Years

Employment Type : Full-Time (FTE)

Work Mode : Hybrid

Role Overview :

The ideal candidate should possess deep expertise in the SAP CX suite, strong integration capabilities, and the ability to drive innovation through cloud technologies and emerging AI/GenAI use cases. This role requires close collaboration with business stakeholders, leadership teams, and technical teams to deliver seamless omnichannel customer experiences.

Key Responsibilities :

Solution Architecture & Design :

- Define scalable, secure, and future-ready architecture aligned with business transformation goals.

- Design customer-centric digital ecosystems across B2B, B2C, and omnichannel environments.

SAP CX Implementation & Transformation :

- Architect customer lifecycle solutions spanning lead management, customer service, e-commerce, and loyalty.

- Ensure optimal use of SAP CX capabilities to improve business performance and customer satisfaction.

Integration & Technical Leadership :

- Build API-led integration frameworks using SAP CPI, SAP BTP, REST, SOAP, and OData services.

- Define data synchronization, middleware architecture, and interoperability standards.

Cloud & Innovation :

- Leverage SAP Business Technology Platform (BTP) to extend and enhance CX capabilities.

- Evaluate and implement GenAI / AI / ML use cases in customer engagement, intelligent support, recommendations, and automation.

- Promote adoption of modern cloud architecture patterns including microservices and composable commerce.

Stakeholder Management :

- Conduct architecture workshops, solution demos, and roadmap discussions with stakeholders.

Governance & Team Leadership :

- Establish architectural standards, governance models, and best practices for SAP CX implementations.

- Mentor developers, consultants, and technical teams on design principles and delivery excellence.

- Review technical deliverables and ensure quality, scalability, and compliance.

Required Skills & Qualifications :

Experience :

- 10+ years of overall IT experience with significant hands-on experience in SAP Customer Experience solutions.

- Proven experience as a Solution Architect / Enterprise Architect for SAP CX implementations.

SAP CX Expertise :

- Strong hands-on experience with the SAP CX Suite, including :

1. SAP Sales Cloud

2. SAP Service Cloud

3. SAP Commerce Cloud (Hybris)

4. SAP Customer Data Cloud (CDC)

Integration & Technical Skills :

- Expertise in APIs and integration technologies including REST, SOAP, and OData.

- Experience integrating SAP CX platforms with SAP S/4HANA and SAP ECC.

- Good understanding of cloud-native architecture and microservices-based solutions.

Leadership & Soft Skills :

- Strong stakeholder communication and consulting skills.

- Excellent problem-solving and analytical capabilities.

- Ability to lead distributed teams and manage multiple priorities.

- Strong documentation and presentation skills.

Nice to Have :

- Experience with Customer Data Platforms (CDP) and personalization engines.

- Hands-on experience with Spartacus / Angular front-end frameworks.

- Exposure to AI/ML and Generative AI use cases in customer experience.

- Knowledge of omnichannel commerce and digital customer journey design.

Preferred Candidate Profile :

- Experience working in enterprise transformation programs.

- Ability to work in a hybrid environment with business and technical stakeholders.