SUMMARY:

• Dynamic & multi - skilled professional offering over 18 years of cross-functional experience across a wide spectrum of IT solutions pre- sales, project management and functional consulting of which, over 10 years of consulting in SAP CRM sales, service, marketing, interaction center, C4C, Hybris Suite, ECC SD, CS & related up & downstream systems & processes across chemical, healthcare, telecom, high-tech, automobile, agriculture & public sector.
• Possessing valuable insights, keen analysis and team approach to implement best practices, adept at working in high pressure environments with strict deadlines and multiple deliverables.
• Thorough grasp of SAP CRM C4C and Customer Engagement Commerce (CRM Cloud Advisory) with strong Implementation experience (both functional and technical) in the SAP’s CRM cloud application. Onus of managing Business Process Transformation and Reengineering for large scale projects. A complete manager, who has worked with cross functional teams in multiple geographies and time zones for project and program management
• Proven acumen in collaborating with the key decision makers of the organization and achieving consistent success with transforming business problems into technology solutions and supporting clients' efforts to make their business units more effective and efficient. An excellent team leader with a unique blend of Managerial, Technical, Functional and Qualitative skills backed by strong record of facilitating cross-functional coordination for successful delivery of the Software Solutions.
• Demonstrated expertise across Business Consulting, SAP CRM Solution Shaping and Industrial Process Analysis.
• Rich exposure and experience in finalizing the SAP CRM/C4C implementation strategy and presenting new concepts to boost productivity in implementations.
• Strong team leader, builder and facilitator, fostering an atmosphere that motivates highly talented professionals to balance high-level skills with maximum productivity.
• Superior communication and interpersonal skills, multitasking with an ability to interact with a wide range of people. Focused and pragmatic with solid Project & People management skills and problem solving abilities.
• Solutions oriented with progressive SAP CRM/C4C/Hybris, SAP ECC SD & CS experience & professional competencies in Need Assessment, Business Process understanding, Requirement Mapping, Application Development, Testing, Procedure Development, Training, Business Process Re-engineering and Project Documentation.

• SAP CRM Pre-Sales and Sales Processes like Lead & Opportunity Management, Activity Management Order Management with downstream integration to SAP SD for order fulfillment & billing
• SAP CRM Service & Marketing Processes - Design & Implementation of Shared Services, In-House returns and service a site with contract management, Marketing & Campaign management & Trade Promotion Management
• SAP C4C & CEC (Customer Engagement commerce)- Hybris Commerce suite & Hybris Marketing & Hybris Billing
• SAP Cloud for Sales, Service & Social Media, Marketing, Hybris ecommerce suite
• SAP CRM Contact Center- Sales, Service & Marketing design & Implementation with Telephony integration

SAP CRM SKILLS:

• Joined the project in the pre-sales & launch phase
• Helped the Confidential team to sell the solution to Confidential and scope the SAP CRM solution
• Developed prototype for SAP CRM Interaction Center with IS- Telco Sales Order Management, CTI with complaint and service request management processes
• Developed architecture for SAP CRM Integration with Confidential ’s Billing System
• Developed a blueprint for phased Migration of 40 Million prepaid and postpaid telecom subscribers in the SAP CRM system
• Built a prototype of C4C system with SAP C4C Marketing & Service functionality
• Scoped the project using C4C first implementation project
• Integrated with SAP CRM system using HCI
• Configured Customers, Partners & Campaigns
• Configured Service requests in C4C and replication in SAP CRM system
• Lead and mentored a team of developers & analysts for blueprinting, design and configuration
• Gathered business & system requirements from the business and IT users of Confidential
• Helped the team obtaining sign-off on the requirements and design for blueprinting
• Coordinated with process stake and system holders within Confidential & Confidential
• Worked with a large team in a multicultural environment distributed within 5 different time-zones
• Helped translate typical SAP CC, CRM & Hybris Billing (BRIM) scenario into a SAP CRM, BSCS Order Management & Billing landscape
• Configured Product models in SAP CRM and cross catalogue mapping between BSCS charging system and SAP CRM
• Configured SAP CRM Business agreement and its integration (FICA- Active)as a part of solution
• Configured provider and contract transactions for the use and replication to BSCS Order management system
• Designed and configured the categorization for service requests in SAP CRM
• Designed and mentored a team of developers to build a SAP data migration utility to update, upsert and insert business partner records via one file in one program, based on the salesforce crm data migration best practice
• Designed the integration of SAP CRM on premise and SAP CRM C4C instance, subset of the business partner information had to be migrated to C4C for marketing & RTOM processes
• Modelled the business partner data as per the requirements of Confidential, laid down the requirements for system configuration of BP roles, relationships, number ranges & address types with multiple uses
• Gathered/defined business requirements for Hybris Billing/SAP CRM IS- Telco Sales Order Management, Provider Orders and contracts processes, mapping prepaid and postpaid scenarios and product models in SAP CRM, thereby contributing to enterprise architecture development from business needs point of view through business analysis & map processes.
• Identified & developed the AS- IS & To-Be scenarios with fit gap analysis for Confidential telecom billing and order management system, defined the synchronous and asynchronous interfaces between BSCS, SAP CRM & SAP Convergent charging & ECC systems
• Key player in analysis, development, and migration of 40 million prepaid & post-paid customers in SAP CRM, Contract accounts in SAP CC & cross catalogue mapping between SAP CRM & SAP CC
• Proficiently managed the synchronous transfer of SAP RTOM offers in SAP C4C system, configured and implemented the SAP C4C system with the SAP Launch Methodology, managed the integration of SAP C4C and SAP ERP systems on the Hana Cloud platform
• Lead the entire project management implementation & SAP C4C SDK extension for RTOM via web services
• Trained and informed the customer on the transformation from BRIM to Hybris Billing & the interconnected omnichanel processes between SAP CRM/ERP, Hybris Commerce, Marketing & SAP C4C
• Assisted the team with the rapid deployment of the SAP Hybris Marketing data Management and Customer acquisition processes
• Implemented and mapped the integration between SAP C4C & Hybris Marketing for Lead generation & lead and opportunity transfer to Hybris Marketing for campaign analysis
• Implemented and Mapped the SAP ERP Sales area with SAP C4C to ensure effective synchronous and asynchronous transfer of data between these systems
• Handled several end to end SAP CRM Interaction center implementations with Sales and Service, Multilevel categorization, ERMS & Computer Telephony Integration. Instrumental in leading a 1000 seat SAP CRM Interaction Center project with CTI
• Implemented SAP CS to SAP CRM service transformations & handled multiple projects with both SAP CS and SAP CRM service implemented side by side
• Streamlining/coordinating delivery performance with focus on quality parameters/reusability and managing projects.
• Developing and leading multi-skilled team to ensure timely delivery of the projects and organized well-structured training programs to enhance skill sets and create awareness of the latest developments
• Providing technical leadership while estimating and evaluating the effort/schedules and managed the team and its grievances while training them on the project architectures.
• Serving as a primary contact for technical contact for clients, Vendors, Technology partners and internal stake holders.
• Overseeing complete SDLC methodology, iterative development methodology. Managing projects with onsite / offshore model, complete offshore model, complete onsite models.
• Preparing, compiling & presenting reports pertaining to staffing needs, process capability, and productivity.

SKILLS:

Key Skills: SAP CRM/C4C/CEC Functional, SAP CS Configuration, SAP C4C configuration and integration, SAP CRM- ECC integration, SAP CRM Interaction Center Integration with CTI, CRM Master Data, CRM Account & Contact Management, SAP CRM Sales, SAP CRM Service, SAP CRM Marketing, Trade Promotion Management, SAP CRM Shared Services on Interaction Center, SAP SD

Project Management: Requirement Gathering, Scoping and Scheduling, Change Management, Effort Estimation & Test Management, Well versed with project management documentation, well versed in Coordination with Cross Functional Teams

SAP CRM Functional Skills (SAP CRM): CRM 4.0, 5.0, 2007 7.0 EHP 1- CRM Base Customization, Configuration of Sales, Service, Marketing and Trade Promotion management Configuration of Service Request Management, Incident Management, Service Tickets, Interaction center components like Multi Level Categorization, Alert Management, Configuration of Sales Order Management, Opportunity and Lead Management scenarios, Mapping of SAP CRM and ECC Master Data, Service Order and Contract Management

SAP C4C: SAP C4C Sales, Service & Marketing Cloud configuration, First Implementation project & scoping in C4C, Maintained Configuration settings for Integration with ERP & CRM, Maintained communication settings, communication arrangement, Maintained Code mapping in C4C system, Understanding of SAP Hybris Marketing for cloud & Digital for Cloud, maintained Settings in SAP CRM on premise for Hana Cloud Integration & Netweaver PI, Maintained value mapping in PI & Hana Cloud Integration

SAP ECC & Hybris: Hybris Product Catalogue Management Cockpit, WCMS & User authorization, BTG rules configuration in Hybris, Sound understanding of Hybris promotions, Understanding of Synchronous & Asynchronous integration scenarios between SAP and Hybris, Hybris cart & order management, Catalogue synchronization

SAP CRM Interaction Center Management: Multiple and Single Account Identification, Intent Driven Transactions, Rule based Dispatches, Multi Level Categorizations, Event Based Transaction Navigation, Transaction Launcher Configuration, URL Based Alerts, Business Role Configuration, Navigation Bar Profile Configuration, Configuration of Email Push and Pull based Processes, Knowledge Article and Solution Enablement, Interactive Scripting & ERMS SAP CRM CTI BCM/Cisco CRM Configuration to enable CTI, Call Simulation through Contact center simulation, Testing of CTI Scenarios, BCM Solution Planning and Architecture, BCM Configuration, CRM BCM Configuration, System Configurator (SC) and Infrastructure Administrator (IA) in BCM, BCM Configuration settings in CRM, Push based business process configuration in CRM

SAP CRM Service Management: Service Master Data- Installed Bases, iObjects, Serial Numbers, Service Products and Warranty, SAP CRM Service Contracts, Orders and Confirmation with ECC and CRM Billing, SAP CRM Service Request and Problem Management, Complaint and Return Management, In House Repair Process, Service Order and Confirmation management with Controlling Integration

PROFESSIONAL CONTOUR:

Confidential

SAP CRM Solution Architect/Consultant/Partner

Responsibilities:

• SAP Open Eco System Partner
• Acting as a mentor and providing corporate trainings to the consultants on SAP CRM.
• Actively in-touch with some of his prior clients and provides on spot solution to a technical problem.
• Handling pre-sales activity for SAP CRM configuration.
• Undergoing self-trainings and upgrading his skills in SAP C4C/Hybris

Confidential, Seattle, WA

Solution Architect/ SAP CRM Solution Architect

Responsibilities:

• SAP Interaction Center-Shared Services
• SAP SOM & Provider order modelling working on IS-Telco
• Data Migration strategy for $40 million customer
• SAP C4C & RTOM Integration
• Worked on mapping Convergent Charging and Invoicing processes
• Acted as Solutionarchitecture for SAP CRM Integration with Confidential ’s Billing System
• Developed a blueprint for phased Migration of 40 Million prepaid and postpaid telecom subscribers in the SAP CRM system
• Helped the team built a prototype of C4C system with SAP C4C Marketing & Servicefunctionality
• Gained Sound understanding of C4C architecture and flexibility spectrum
• Developed a Scoping profile for the customer using C4C Business adaptation catalogue
• Used Hana Cloud Integration platform to Integrate C4C, Hybris Marketing & SAP ERP & CRM
• Architected Integration between C4C & Hybris Marketing using SAP Hana Cloud iFlows
• Designed & Implemented Lead creation and Lead and Opportunity replication scenarios between C4C and Hybris Marketing
• Design & Implementation of Marketing Data Management & Customer Acquisition modules in Hybris Marketing
• Helped the team obtaining sign-off on the requirements and design for blueprinting
• Coordinated with process stake and system holders within Confidential & Confidential
• Worked with a large team in a multicultural environment distributed within 5 different time-zones

Confidential, Austin, TX

SAP CRM Marketing Development Fund Management Consultant

Responsibilities:

• Was a part of the Solution architecture & designteam for Hybris B2B wholesale implementation
• Sound understanding of Loosely coupled to tightly integration scenarios between Hybris & SAP ERP
• Handled Product & Web Content Management in Hybris commerce suite
• Helped the team out with testing of the replication of Products and Customers and contacts to Hybris
• Worked onHybris Management, PCM & WCMS Cockpitand performed validation and testingof replicated data
• Solution was implemented with Asynchronous and Synchronous integration scenarios with SAP

Confidential, Dallas, TX

SAP CRM Employee Interaction Center Consultant

Responsibilities:

• Preparing, compiling & presenting Integration of SAP C4C with SAP ECC & CRM
• Sound understanding of SAP C4C Architecture and extensions like Hybris Marketing & Hybris ecommerce suite
• Sound understanding & Implementation knowledge of SAP CC, BRIM- Offer to Cash and Consume to Cash processes
• End to end configuration of SAP CRM Interaction center with CTI Integration
• End to end configuration of SAP CRM Service Processes like In-house Repair, Service at Site & Shared Services, Service Technical Data
• Implementation & Design knowledge of SAP SD & CS, Client advisory on SAP CS vs SAP CRM Service

Confidential

Responsibilities:

• SAP Interaction Center-Shared Services
• SAP SOM & Provider order modelling working on IS-Telco
• Data Migration strategy for $40 million customer
• SAP C4C & RTOM Integration
• Worked on mapping Convergent Charging and Invoicing processes
• Acted as Solutionarchitecture for SAP CRM Integration with Confidential ’s Billing System
• Developed a blueprint for phased Migration of 40 Million prepaid and postpaid telecom subscribers in the SAP CRM system
• Helped the team built a prototype of C4C system with SAP C4C Marketing & Servicefunctionality
• Gained Sound understanding of C4C architecture and flexibility spectrum
• Developed a Scoping profile for the customer using C4C Business adaptation catalogue
• Used Hana Cloud Integration platform to Integrate C4C, Hybris Marketing & SAP ERP & CRM
• Architected Integration between C4C & Hybris Marketing using SAP Hana Cloud iFlows
• Designed & Implemented Lead creation and Lead and Opportunity replication scenarios between C4C and Hybris Marketing
• Design & Implementation of Marketing Data Management & Customer Acquisition modules in Hybris Marketing
• Helped the team obtaining sign-off on the requirements and design for blueprinting
• Coordinated with process stake and system holders within Confidential & Confidential
• Worked with a large team in a multicultural environment distributed within 5 different time-zone

Confidential

Responsibilities:

• Handled blueprinting for the SAP CRM Marketing Fund Management
• Managed requirement gathering from business users
• Conducted Gap analysis with the functional & technical team
• Prepared functional specs for the SAP CRM customizations & workflows
• Configured Marketing development funds & Initiatives, Fund Plans & Funds, Budget posting and Direct claims & integration with the ECC FICO
• Configured IC Web MDF role for Confidential marketing users
• Definition of configuration of claim settlement & integration with accounting document in ECC
• Configured of Initiatives and Initiative templates
• Handled Master Data design & role configuration
• Prepared configuration rationale document and test cases
• Coordinated with the offshore team

Confidential

Responsibilities:

• Focused on Requirement Gathering and analysis, Fit Gap Analysis, Scoping and Estimation as well as End-to - End configuration of SAP CRM Marketing Campaign Management, Segmentation and TPM Process with Interaction Center
• Configured of IC- Agent Business role with Multilevel Categorization, Alerts, Account Identification, Interaction Record and Service request Management.
• Configured of Campaign Types, Objectives, Tactics and Segmentation with Campaign execution via Email with Activity and telephone- call list generation
• Configured and Set up of Business Partner Marketing Attributes
• Configured and Set up of Product set Types and attributes
• Configured of settings to make custom product set types available IN Web UI
• Configured of Service Orders and Plans to Map Service order data from the external system
• Configured of service plans to calculate the Next service due date of the vehicle
• Managed Usage of Time and counter based interval to simulate the future service orders from the Service plan
• Configured Off Invoice Based Trade Promotions- TPM Types, Objectives, Tactics and Basis
• Configured TPM Conditions in ECC
• Configured Planning Profile group in CRM
• Configured Planning Data like Trade spends type, Category and Method in CRM
• Configured Condition Generation and Campaign Determination in CRM
• Fund Plan, Fund and Budget posting Transaction Type configuration
• Configured of Funds integration with Trade Promotion for Off Invoice and Extended Rebate management
• Configured settings in ECC and CRM to replicate Marketing projects to ECC

Confidential

Responsibilities:

• Brand New SAP CRM Service & Interaction center implementation to go live with wave 1
• Evaluated the SAP CS vs. SAP CRM Service options for Clark County
• Led the Interaction Center implementation project - Requirement gathering, Prototyping, enhancements, functional design and go live for 500-1000 users
• Advised the client on SAP CS and SAP CRM service processes
• Designed dual implementation of SAP ECC CS and CRM
• Designed, built and integrated SAP CRM Complaint management with SAP ECC CS Sales of Public services process
• Configured SAP ECC CS Service order & SAP CRM Complaint with multi-level categorization
• Configured Installed bases in SAP CRM
• Worked with the SD, FICO, HR & MM teams to integrate SAP SC sales of services process
• Designed customer confirmation and identification processes which are unique to the county and Public Sector
• Designed and configured IC functionalities like Multi level categorization, Interactive scripts, knowledge article search and creation with related TREX and Knowledge base configuration
• Configured duplicate search and Account Merge functionality via TREX
• Configured Account fact sheet on WEB UI and WEB IC
• Designed and configured of Business Partner Master Data, Products and organization Data
• Set up of Business partner replication from ECC to CRM and Vice versa
• Set up of org management from ECC to CRM
• Worked with the ALE team to replicate Employees in the SAP CRM
• Set up Business partner and product deletion procedures
• Designed CRM Service Order and confirmation processes with ERP billing
• Configured end to end Service on site process with Revenue and Cost value flows
• Configured Service order and Service confirmation transaction types
• Configured ECC transactions and item categories to Map CRM Service order to ECC sales order
• Configured Controlling, HR and Logistics integration settings to account for Revenue and Cost Analysis
• Configured Single Object controlling scenario to create Internal order from SAP CRM Service order
• Configured derivation of ECC Activity types from CRM Item categories

Confidential

SAP CRM Employee Interaction Center Consultant

Responsibilities:

• Joined the project in the Blue printing stage
• Gathered system requirements by direct interaction with the client and workshops
• Conducted fit-gap analysis and prepared RICEF for the project
• Functional designer and configurator for an order type
• Functional designer and configurator for all IC Web client based components
• Performed transactional and base configuration such as Partner Determination, ORG Determination, Transaction type and item category Determination
• Performed IC Web client configuration such as Multi-level categorization, Alerts, Broadcast messaging, Business role configuration and Transaction launchers
• Performed Configuration for Transaction Launchers and URL Based Alerts
• Performed WebUI Configuration for all the business processes on the project
• Worked with an on-site and off-shore based development team to get RICEF developed
• Developed functional spec configuration rational and functional design documents for the processes
• Architected the content repository in Solution Manager for the whole project
• Worked extensively with the Quality team to validate and verify the test cases
• Worked with the business to validate and verify the training documentation for the end users
• Travelled extensively across all Confidential end-user locations to help with user training
• Provided post Go-Live support for the project
• Coordinated the technical upgrade of a CRM Service Management solution from 2007 to CRM 7.0
• Functional designed for Service Processes
• Designed and configured the In house Repair process for Confidential specialty solutions equipment
• Configured the In House repair order transaction types in both ECC and CRM
• Configured the In house repair diagnosis process with action profile to create Service and spare parts
• Configured the Service confirmation resulting from in House Repair order.
• Involved in testing of the functionality post upgrade
• Managed the migration of functionality from Development to Production
• Configured new functionality like Multiple Account Identification, Email Response Management System and Interaction History Profile
• Configured ERP Order Transaction Profile and Opportunity to ERP Quote and Opportunity to Order Quote
• Participated in BCM Initial Project Plan, Architecture and Landscape for a pilot of 20 users
• Provided Subject Matter Expertise on CTI/BCM- CRM Integration to the Business and various stake holders
• Managed the pilot project deliverables
• Coordinated with Confidential Telecom, Basis, and SAP to see that the deliverables were met
• Configured the CRM system for BCM integration
• Configured the CDT settings in the System Configurator in BCM
• Helped the business for the pre Go-Live business process testing for BCM scenarios in CRM
• Solutioning & Effort estimation of the following components - Incident & Problem Management, Dispatch Rules, Categorization and Priority, Knowledge Articles, Installed Base Set up, Interfaces for Master data
• Evaluated the Pros and Cons of doing ERP EIC and CRM EIC with Shared Services
• Participated in the brainstorming of the Solution Approach to implement HR Component of the shared services center
• Configured Prototype of SAP Business Role IC EIC AGENT
• Configured Transaction Types SRVR and SEIC
• Configured multi-level categorization and checklist

Confidential

Responsibilities:

• Part of the team for Hybris B2B wholesale accelerated agile implementation
• Helped the team out with testing of the replication of Products and Customers and contacts to Hybris
• Accesses Hybris Management Cockpit and PCM cockpit and performed validation and testing for the replicated data
• Solution was implemented with Asynchronous and Synchronous integration scenario with SAP
• Tested the real time availability and pricing call from SAP
• Creation of products, catalogues and product variants in Hybris and SAP ECC
• Sound understanding of configuration settings required to integrates Hybris with ECC

Confidential

SAP CRM Employee Interaction Center Consultant

Responsibilities:

• Provided the approach for selection of Deployment options for SAP CRM EIC to the client
• Planned and Sized the Prototype built of EIC
• Configured and performed Unit Test of SAP CRM Interaction Center components for EIC
• Configured and Enabled SAP CRM Service Request (SRVR), SAP CRM Employee Service Request (SEIC), Knowledge Article, Problem (ITPR) in Employee Interaction Center
• Configured Business Role for EIC (IC EIC AGENT)
• Configured Employee Identification Profile (Demonstration of Single as well as Multiple Identification profile)
• Configured Org Determination and Partner Determination for EIC
• Configured Multilevel Categorization via IC Manager Role
• Constructed and Enabled Multilevel Categorization Schema in Web UI
• Configured Auto Completion, Item Determination via Multilevel categorization
• Configured Auto suggest “Alert” via Multilevel categorization
• Configured SLA Determination for Service Request
• Configured Action profile for Service Request (Borrowed from Incident transaction)
• Configured Follow Up transactions
• Completed the Prototype as per the client’s specifications and satisfaction