Lead discovery sessions and requirements-gathering workshops to design and optimize business processes within SAP CX solutions. Collaborate with architects and technical teams to define integrations, data strategies, and support testing activities including UAT and validation.
Requirements
Required – Technical Skills
7+ years of experience as a Business Analyst, Functional Consultant, Product Owner, or similar role in enterprise Customer Experience (CX) transformation initiatives.
Proven expertise in at least one of the following SAP Customer Experience solutions:
SAP Sales Cloud V2
SAP Service Cloud V2
SAP Customer Engagement (Emarsys)
Strong experience gathering, documenting, analyzing, and validating business and functional requirements.
Deep understanding of sales, service, or customer engagement business processes.
Experience defining scalable business solutions aligned with organizational goals and industry best practices.
Strong knowledge of integrations, APIs, data management, reporting frameworks, and enterprise architecture concepts.
Experience creating user stories, acceptance criteria, process maps, functional specifications, and business documentation.
Experience working within Agile delivery environments and using tools such as Jira and Confluence.
Experience supporting testing activities, including UAT, validation, and defect management.
Ability to collaborate effectively with business stakeholders, architects, developers, and project teams.
Required – Soft Skills
Excellent communication and presentation skills.
Strong stakeholder management and business relationship-building abilities.
Strategic thinking and problem-solving mindset.
Ability to influence decisions across business and technology teams.
Strong facilitation and workshop leadership capabilities.
Ability to drive multiple initiatives simultaneously.
Mentoring and coaching skills for junior team members.
Strong organizational and analytical skills.
Nice to Have (Technical Skills)
SAP CX certifications related to Sales Cloud V2, Service Cloud V2, or Emarsys.
Experience with SAP BTP, SAP Integration Suite, and SAP S/4HANA integrations.
Knowledge of AI-driven customer engagement and automation capabilities.
Experience participating in large-scale digital transformation programs.
Familiarity with CRM, marketing automation, customer service platforms, and customer data solutions.
Responsibilities (Activities to Perform)
Lead discovery sessions, workshops, and requirements-gathering activities with business stakeholders.
Analyze and document business, functional, and non-functional requirements.
Design and optimize business processes within SAP Sales Cloud V2, SAP Service Cloud V2, or SAP Customer Engagement (Emarsys).
Translate business objectives into scalable and efficient SAP CX solutions.
Define user stories, acceptance criteria, process flows, and functional specifications.
Collaborate with architects and technical teams to define integrations, data strategies, and solution designs.
Support testing activities, including test strategy definition, UAT coordination, and solution validation.
Identify opportunities for process improvement, automation, and innovation.
Act as a trusted advisor to business stakeholders and provide recommendations aligned with industry best practices.
Mentor Business Analysts and promote standards, methodologies, and best practices.
Ensure alignment between business objectives, technology solutions, and project deliverables.
Support delivery teams throughout implementation, deployment, and post-go-live activities.
Required Languages
English: Upper-Intermediate to Fluent (B2+ / C1)
Additional Information
Location
Bangalore, India. Colombia (Remote)
Travel Requirements
Occasional travel may be required based on client or project needs.
Special Conditions
Candidates must have expertise in at least one of the following solutions: SAP Sales Cloud V2, SAP Service Cloud V2, or SAP Customer Engagement (Emarsys).
Experience interacting with senior business stakeholders and cross-functional teams is required.
Experience in enterprise digital transformation initiatives is highly preferred.
The role requires strong business analysis, stakeholder management, and SAP CX functional expertise.
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