Principal Enterprise Applications SAP C4C/CX, DTE

Infosys•Detroit, MI

About The Position

Infosys is seeking a Principal Enterprise SAP CX / C4C Consultant As Principal Enterprise consultant, you will be a key player in the consulting team that helps discover and define the problem statement, evaluates the solution options, and makes recommendations. You will plan the activities of configuration, configure the product as per the design, conduct conference room pilots and will assist in resolving any queries related to requirements and solution design. You will conduct solution/product demonstrations, POC/Proof of Technology workshops and prepare effort estimates which suit the customer budgetary requirements and are in line with organization’s financial guidelines. You will also support knowledge transfer with the objective of providing value-adding consulting solutions that enable our clients to meet the changing needs of the global landscape.

Requirements

Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
At least 11 years of experience with Information Technology.
Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply.
The job entails sitting as well as working at a computer for extended periods of time.
Should be able to communicate by telephone, email, or face to face.
Travel may be required as per the job requirements.

Nice To Haves

At least 11 years of experience in SAP CR&B implementation programs with experience of CRM / Customer Service Management modules, SAP C4C
Experience across Electricity (preferred), or Gas or Water Utilities industries North America
Key process and architectural knowledge in Move in Move out areas, fundamental knowledge of other key ISU processes
Hands on experience configuring the IS-U system.
Drive Business Workshops, Blueprint Sessions, develop BBPs/BBDs FS, Test Scenarios, conduct Trainings, perform Testing, and provide defect management support for Customer Management module.
Communicate complex requirements to and from Technical and Non-technical stakeholders
Analyze client business processes and requirements to develop tailored Customer service solutions.
Configure and hands on with the testing of Customer service Cloud Utilities solution to ensure they are aligned with business requirements
Provide expert guidance on utilities industry best practice with Utilities customer service Solution
Manage project work and customer expectations throughout the project life cycle
Ability review and provide guidance to functional team in business process document/functional specs write-up; configure the system and problem solving
Collaborate with cross-functional teams both internal and external, including developers and offshore teams
Hand-on experience in configuring SAP S4HANA IS-U for system integration with external CRM solutions.
Solid understanding of utility business process, especially in customer service: customer interaction, account identification and MIMO process
In-depth understanding of SAP ISU data model
In-depth understanding of SAP Customer Service
Project Life Cycle in pre and post go live activities
In-depth understanding of MIMO process
In-depth understanding of SAP Service Cloud Utilities Call Center standard functionalities
In-depth understanding of data replication between CRM solution and SAP S4HANA IS-U

Responsibilities

Plan the activities of configuration
Configure the product as per the design
Conduct conference room pilots
Assist in resolving any queries related to requirements and solution design
Conduct solution/product demonstrations, POC/Proof of Technology workshops and prepare effort estimates which suit the customer budgetary requirements and are in line with organization’s financial guidelines.
Support knowledge transfer with the objective of providing value-adding consulting solutions that enable our clients to meet the changing needs of the global landscape.

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