SAP C4 V2 Functional Lead

Our client, a large regulated public utility, is seeking an experienced SAP C4 V2 Functional Lead with deep Utilities Contact Center experience to support a major Customer Information System (CIS) transformation. This is a senior, hands-on functional leadership role responsible for leading the customer service solution workstream across detailed design, solution build, testing, deployment, go-live, and post-production support.

Responsibilities

• Lead the SAP C4 for Utilities customer service and contact center workstream as part of a large-scale CIS transformation.
• Serve as the primary functional lead for customer service solution design, build, testing, deployment, and post-go-live support.
• Work directly with utility business stakeholders and client leadership to understand operational requirements and translate signed-off requirements into detailed functional designs and executable solutions.
• Lead detailed solution design sessions, workshops, and requirements validation activities.
• Provide hands-on leadership throughout the solution build process, ensuring configuration and development align with approved requirements and overall solution architecture.
• Lead functional testing activities, including test planning, scenario development, defect resolution, regression testing, and business validation.
• Coordinate and oversee integration between SAP C4 and NICE CXone, ensuring effective end-to-end contact center functionality.
• Manage dependencies and functional touchpoints across SAP C4, the broader CIS ecosystem, contact center technologies, and downstream systems.
• Lead deployment readiness activities, cutover planning, go-live execution, stabilization, and post-production support.
• Identify functional risks, design gaps, integration issues, and delivery challenges early and drive them through resolution.
• Provide clear status reporting and recommendations to client stakeholders and program leadership.
• Manage client relationships effectively, setting expectations, facilitating decisions, and maintaining alignment throughout the engagement.
• Lead delivery teams with a hands-on management style, providing direction while remaining actively involved in solution details and issue resolution.
• Ensure the customer service solution supports the operational, customer experience, and regulatory requirements of a large public utility.

Requirements

• Approximately 10-12+ years of relevant experience, with emphasis placed on the depth, quality, and relevance of experience rather than years alone.
• Strong background delivering technology solutions within regulated electric, gas, water, or multi-service utility environments.
• Deep understanding of utility customer service and contact center operations.
• Hands-on functional knowledge of SAP C4 V2.
• Strong knowledge of SAP C4 V1 and the differences or evolution between versions.
• Demonstrated experience delivering SAP C4 for Utilities solutions.
• Experience integrating SAP C4 with NICE CXone contact center technology.
• Proven experience leading a customer service solution workstream on a complex enterprise transformation.
• Demonstrated ability to manage the full solution lifecycle, including:
  • Requirements validation and detailed design
  • Solution build and configuration
  • Functional and integration testing
  • Deployment and cutover
  • Go-live
  • Production stabilization and post-go-live support
• Strong client management and stakeholder communication skills.
• Experience working from signed-off business requirements and driving those requirements through detailed design, build, testing, and successful production deployment.
• Ability to manage cross-functional teams, technical dependencies, delivery risks, and competing priorities.
• Hands-on leadership style with the ability to operate effectively at both the strategic and detailed execution levels.

Preferred Qualifications

• Experience supporting a large-scale CIS implementation or transformation for a regulated public utility.
• Experience with complex integrations between SAP C4, CIS platforms, telephony/contact center solutions, and other customer-facing technologies.
• Strong understanding of utility customer journeys, including account inquiries, billing questions, payments, move-in/move-out, service requests, outages, complaints, and other contact center interactions.
• Experience working within large, multi-vendor systems integration programs.
• Experience leading distributed or offshore delivery teams.
• Strong background in deployment planning, cutover, hypercare, and production stabilization.