SAP C4C

This is a 12-month contract position for a SAP C4C Solution Architect located in Columbus, Ohio., * Design and architect SAP Service Cloud (C4C) implementations, including service ticketing, case management, customer 360, and field service processes

• Lead integration efforts between SAP C4C and SAP ERP/S4HANA or legacy CIS systems using SAP BTP or middleware solutions
• Evaluate C4C extensibility, SDK, and configuration options versus custom development trade-offs
• Design and implement NICE CXone CCaaS solutions with omnichannel routing, IVR/IVA, ACD, WFM, and analytics capabilities
• Configure NICE CXone APIs and CTI integrations, and oversee digital-first channel configuration
• Integrate CXone with CRM platforms, particularly SAP C4C
• Design stable integrations between modern cloud platforms and legacy billing/customer information systems common in utilities
• Architect event-driven, API-first enterprise integration solutions using middleware such as MuleSoft, SAP BTP Integration Suite, Dell Boomi, or equivalent
• Define and enforce non-functional requirements including security, scalability, availability, and disaster recovery in regulated utility environments
• Establish and operate Architecture Review Boards and Design Authority functions
• Hold vendors and systems integrators accountable on solution quality and technical suitability
• Produce enterprise-grade architecture artifacts including Solution Architecture Documents, integration blueprints, high-level and low-level designs, data flow diagrams, and RACI matrices
• Manage technical risk registers and conduct assurance reviews at major programme milestones

SAP, SAP, Case Management, On Site Support, Cloud Architecture, SAP ECC (fka SAP R/3 and SAP ERP), Middleware, Automatic Call Distributor (ACD), Voice Response Systems, Computer Telephony Integration (CTI), * Required

• Deep hands-on experience with SAP Service Cloud (C4C), including service ticketing, case management, customer 360, and field service processes
• Extensive hands-on experience with NICE CXone CCaaS, including omnichannel routing, IVR/IVA design, ACD, WFM, and analytics
• Proven experience integrating C4C and CXone with enterprise systems
• Knowledge of enterprise integration architecture, including event-driven design and API gateway patterns
• Experience with middleware platforms such as MuleSoft, SAP BTP Integration Suite, Dell Boomi, or equivalent
• Expertise in non-functional requirements such as security, scalability, availability, and disaster recovery design
• Demonstrated experience as a client-side Solution Architect on large-scale, multi-vendor ERP/CRM/CCaaS transformation programmes
• Ability to establish and run Architecture Review Boards and Design Authority functions
• Proficiency in producing enterprise-grade architecture artifacts including SADs, integration blueprints, HLD/LLD, data flow diagrams, and RACI matrices
• Experience managing technical risk registers and conducting assurance reviews at major programme milestones
• Preferred
• Experience on programmes valued at £10M or higher
• Energy & Utilities sector background with understanding of meter-to-cash, outage management, field workforce dispatch, and regulatory reporting
• Familiarity with EDL (Electronic Data Interchange / Energy Data Landscape) platforms and data exchange standards in UK, Australian, or EU utility markets
• Knowledge of regulatory frameworks such as Ofgem or AEMO as they relate to customer data and system change
• Experience with legacy CIS integration and modern cloud platform integration in utility environments