Provide L2/L3 AMS support for SAP C4C Sales and Service Cloud, resolving functional, workflow, UI, integration, and data issues. Configure pricing, territories, service processes, SLAs, business rules, and workflows. Support C4C-ECC integrations through CPI, PI/PO, IDocs, web services, and OData. Manage enhancements, testing, deployments, documentation, knowledge transfer, and continuous improvement.
Sr. SAP C4C Consultant1Key Responsibilities🔹 AMS Support & Incident Management
- Provide L2/L3 support for SAP C4C issues
- Troubleshoot and resolve: Sales & Service processes (Leads, Opportunities, Quotes, Tickets), UI issues, workflow failures, and business rule errors
- Handle SLA-based tickets using tools like ServiceNow / JIRA / Remedy
- Support end-to-end processes: Lead → Opportunity → Quote → Order (integration to ECC), Service Ticket → Service Request → Resolution
- Manage: Business configuration (Fine-Tuning / Adaptation), Pricing, territory management, activity management, Service processes and SLA configurations
- Support integration scenarios between C4C ↔ ECC: Master data replication (Customers, Materials, Pricing), Transactional data (Sales Orders, Quotes, Service Requests)
- Troubleshoot: Middleware issues (SAP CPI / PI/PO), IDocs / Web services / OData APIs
- Monitor and resolve message failures in: Communication Arrangements, Message Dashboard
- Work on CRs and enhancements: UI adaptations (Key User Tools), Business rules and workflows, Custom fields and extensions.
- Prepare functional specs and coordinate with technical teams (SDK / PDI)
- Ensure consistency of: Business Partners / Customers, Products / Pricing data
- Handle: Data replication issues, Data correction activities
- Perform: Unit Testing, Integration Testing (C4C ↔ ECC), UAT support
- Support release cycles and transport management
- Maintain: Functional documentation, KT materials, Configuration guides
- Conduct knowledge transfer sessions
- Identify opportunities to: Improve user experience, Optimize business processes, Enhance integration stability
- 8–12 years of SAP experience
- 3+ years in SAP C4C (Sales Cloud / Service Cloud)
- Strong exposure to ECC AMS / Support projects
- Strong knowledge of: Sales Cloud (Leads, Opportunities, Quotes), Service Cloud (Tickets, SLAs, Service Requests)
- Experience with: Business configuration & fine-tuning, Pricing and territory management
- Strong understanding of: C4C ↔ ECC integration scenarios
- Experience with: SAP CPI (Cloud Platform Integration) / PI/PO, IDocs, Web Services, OData APIs
- Knowledge of: Communication Systems & Arrangements, Code List Mapping
- Exposure to: C4C SDK (PDI development), ABSL scripting (nice to have)
- Understanding of: Data replication frameworks
- ITSM tools: ServiceNow / JIRA / Remedy
- Understanding of: Incident, Problem, Change Management
- Experience with: SAP Sales Cloud V2 / Service Cloud V2, SAP BTP integrations
- Exposure to: Fiori apps / APIs
- Basic understanding of: SAP S/4HANA
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