Solution Architect

Job description

We are seeking an experienced SAP Service Cloud Version 2 Solution Architect to lead the design and implementation of SAP Service Cloud V2 for a Utilities customer. The Solution Architect will define the end-to-end Customer Service solution using SAP Service Cloud Version 2 with the Add-On for Utilities, integrated with SAP S/4HANA Utilities through SAP BTP / SAP Integration Suite. This role requires strong hands-on Service Cloud V2 experience, Utilities industry knowledge, integration architecture experience, and the ability to lead solution design workshops with business and technical stakeholders. Experience limited to SAP Cloud for Customer / Service Cloud V1 is not sufficient. Key Responsibilities • Lead the end-to-end solution architecture and functional design for SAP Service Cloud V2. • Design and configure the SAP Service Cloud V2 Add-On for Utilities to support utility customer service and contact center processes. • Lead discovery, fit-to-standard, design, and configuration workshops with business and IT stakeholders. • Translate Utilities customer service requirements into scalable SAP Service Cloud V2 solutions. • Define the integration architecture between SAP Service Cloud V2 and SAP S/4HANA Utilities. • Identify and design the required SAP-delivered Utilities integration scenarios and integration flows. • Work with SAP Integration Suite resources to configure and validate standard integration packages and iFlows. • Design end-to-end processes involving Business Partner / Customer, Contract Account, Contract, Connection Object, Premise, Point of Delivery, Installation, Device / Meter, Billing and Invoice information, Payments, Collections, Security Deposits, Payment Plans / Promise to Pay, and Move-In / Move-Out processes. • Define Service Cloud communication configurations and connectivity requirements with SAP S/4HANA. • Collaborate with S/4HANA Utilities, Integration Suite, Security, BTP, and development teams on the end-to-end architecture. • Define the appropriate use of standard functionality versus extensions while following SAP Clean Core principles. • Design extensions using Service Cloud V2 extensibility capabilities and, when required, SAP BTP. • Define Service Cloud V2 business roles, access requirements, service processes, routing, queues, agent experience, customer interactions, case management, knowledge, and email processes. • Lead integration and end-to-end testing strategy and support SIT, UAT, cutover, go-live, and hypercare. • Provide functional and technical leadership to the Service Cloud implementation team and ensure solution decisions are properly documented Key Responsibilities We are seeking an experienced SAP Service Cloud Version 2 Solution Architect to lead the design and implementation of SAP Service Cloud V2 for a Utilities customer. The Solution Architect will define the end-to-end Customer Service solution using SAP Service Cloud Version 2 with the Add-On for Utilities, integrated with SAP S/4HANA Utilities through SAP BTP / SAP Integration Suite. This role requires strong hands-on Service Cloud V2 experience, Utilities industry knowledge, integration architecture experience, and the ability to lead solution design workshops with business and technical stakeholders. Experience limited to SAP Cloud for Customer / Service Cloud V1 is not sufficient. Key Responsibilities • Lead the end-to-end solution architecture and functional design for SAP Service Cloud V2. • Design and configure the SAP Service Cloud V2 Add-On for Utilities to support utility customer service and contact center processes. • Lead discovery, fit-to-standard, design, and configuration workshops with business and IT stakeholders. • Translate Utilities customer service requirements into scalable SAP Service Cloud V2 solutions. • Define the integration architecture between SAP Service Cloud V2 and SAP S/4HANA Utilities. • Identify and design the required SAP-delivered Utilities integration scenarios and integration flows. • Work with SAP Integration Suite resources to configure and validate standard integration packages and iFlows. • Design end-to-end processes involving Business Partner / Customer, Contract Account, Contract, Connection Object, Premise, Point of Delivery, Installation, Device / Meter, Billing and Invoice information, Payments, Collections, Security Deposits, Payment Plans / Promise to Pay, and Move-In / Move-Out processes. • Define Service Cloud communication configurations and connectivity requirements with SAP S/4HANA. • Collaborate with S/4HANA Utilities, Integration Suite, Security, BTP, and development teams on the end-to-end architecture. • Define the appropriate use of standard functionality versus extensions while following SAP Clean Core principles. • Design extensions using Service Cloud V2 extensibility capabilities and, when required, SAP BTP. • Define Service Cloud V2 business roles, access requirements, service processes, routing, queues, agent experience, customer interactions, case management, knowledge, and email processes. • Lead integration and end-to-end testing strategy and support SIT, UAT, cutover, go-live, and hypercare. • Provide functional and technical leadership to the Service Cloud implementation team and ensure solution decisions are properly documented Skill Requirements We are seeking an experienced SAP Service Cloud Version 2 Solution Architect to lead the design and implementation of SAP Service Cloud V2 for a Utilities customer. The Solution Architect will define the end-to-end Customer Service solution using SAP Service Cloud Version 2 with the Add-On for Utilities, integrated with SAP S/4HANA Utilities through SAP BTP / SAP Integration Suite. This role requires strong hands-on Service Cloud V2 experience, Utilities industry knowledge, integration architecture experience, and the ability to lead solution design workshops with business and technical stakeholders. Experience limited to SAP Cloud for Customer / Service Cloud V1 is not sufficient. Key Responsibilities • Lead the end-to-end solution architecture and functional design for SAP Service Cloud V2. • Design and configure the SAP Service Cloud V2 Add-On for Utilities to support utility customer service and contact center processes. • Lead discovery, fit-to-standard, design, and configuration workshops with business and IT stakeholders. • Translate Utilities customer service requirements into scalable SAP Service Cloud V2 solutions. • Define the integration architecture between SAP Service Cloud V2 and SAP S/4HANA Utilities. • Identify and design the required SAP-delivered Utilities integration scenarios and integration flows. • Work with SAP Integration Suite resources to configure and validate standard integration packages and iFlows. • Design end-to-end processes involving Business Partner / Customer, Contract Account, Contract, Connection Object, Premise, Point of Delivery, Installation, Device / Meter, Billing and Invoice information, Payments, Collections, Security Deposits, Payment Plans / Promise to Pay, and Move-In / Move-Out processes. • Define Service Cloud communication configurations and connectivity requirements with SAP S/4HANA. • Collaborate with S/4HANA Utilities, Integration Suite, Security, BTP, and development teams on the end-to-end architecture. • Define the appropriate use of standard functionality versus extensions while following SAP Clean Core principles. • Design extensions using Service Cloud V2 extensibility capabilities and, when required, SAP BTP. • Define Service Cloud V2 business roles, access requirements, service processes, routing, queues, agent experience, customer interactions, case management, knowledge, and email processes. • Lead integration and end-to-end testing strategy and support SIT, UAT, cutover, go-live, and hypercare. • Provide functional and technical leadership to the Service Cloud implementation team and ensure solution decisions are properly documented Other Requirements We are