SAP C4C/Sales & Service Cloud V1 Functional Lead

Description :

We are seeking an experienced SAP C4C / Sales & Service Cloud V1 Functional Lead with strong expertise in SAP CX, end-to-end implementation, and domain-driven consulting for enterprise-grade CRM transformations.

The ideal candidate will be responsible for driving functional design, solution architecture alignment, requirement gathering, process mapping, and leading implementation phases across Sales Cloud, Service Cloud, and integration touchpoints with S/4HANA.

This role requires deep technical-functional knowledge of C4C configuration, workflows, analytics, authorizations, and integration frameworks.

The Functional Lead will work closely with business stakeholders, technical teams, and project managers to deliver scalable, compliant, and performance-optimized solutions.

Key Responsibilities :

Functional Consulting & Solution Design :

- Define and document end-to-end business processes including Lead, Opportunity, Visit Management, Customer 360, Ticketing, Field Service, and SLA-based service workflows.

- Conduct detailed Fit-Gap analysis, evaluate functional gaps, and propose system enhancements aligned with SAP best practices.

- Prepare BRD, FRD, configuration documentation, design specifications, test scripts, and user manuals.

System Configuration & Customization :

- Implement and optimize Authorizations, Org Structure, Code Lists, Work Centers, and access rights.

- Design and configure Business Process configurations, Routing Rules, Ticket Categorization, and multi-level SLAs.

SAP CX & Integration Expertise :

- Support master data replication scenarios including Customers, Products, Pricing Conditions, Activities, and Service Orders.

- Provide functional guidance on SAP CX architecture, data modeling, extensibility (PDI), and configuration impact assessment.

Project Execution & Methodology :

- Lead requirement workshops, solution blueprinting, design sessions, and UAT cycles with business users.

- Ensure solution quality, regression testing, defect triage, and end-to-end release coordination.

Client Interaction & Stakeholder Management :

- Collaborate with cross-functional teams to translate business objectives into technical requirements.

- Provide functional expertise during pre-sales, scoping, and solutioning activities when required.

Mandatory Skills :

- Strong understanding of SAP CX architecture, system behavior, extensibility, and UI framework.

- Advanced experience in Fit-Gap Analysis, BRD/FRD preparation, and functional documentation.

- Hands-on with Workflows, Approval Rules, Business Rules, SLA setups, Ticketing models, and escalation

paths.

- Proficient in Authorizations, User Management, Code Lists, and Configuration Layers.

- Strong knowledge of SAP C4HANA Methodology and implementation best practices.

- Deep understanding of integration with S/4HANA, middleware flows, and iFlow validations.

- Experience working in Agile/Scrum environments, sprint execution, and iterative delivery.

- Strong client-facing communication skills for requirement elicitation, demos, and solution walkthroughs