Job Description

Job Summary

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

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

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

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

About HCLTech – Hungary

HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.

Industry

IT & Software

Company Size

51-200 employees

Headquarters

Budapest, HU

Year Founded

2006

Website

hcltech.com

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