Role: SAP Service Cloud - Solution Architect
\nLocation: Columbus, OH - Hybrid Onsite
\nPay Rate: $77-85/hour on W2, client will not consider C2C
\n \nCore Technical Expertise — Non-Negotiable
\nDeep hands-on experience: SAP Service Cloud (C4C)
\nService ticketing, case management, customer 360, and field service processes
\nIntegration with SAP ERP/S4HANA or legacy CIS systems via SAP BTP or middleware
\nC4C extensibility, SDK, and configuration vs. custom trade-off decisions
\nDeep hands-on experience: NICE CXone CCaaS
\nOmnichannel routing, IVR/IVA design, ACD, WFM, and analytics
\nNICE CXone APIs, CTI integration, and digital-first channel configuration
\nIntegration of CXone with CRM platforms (especially SAP C4C)
\nLegacy CIS integration experience — designing stable integrations between modern cloud platforms and legacy billing/customer systems common in utilities
\nEnterprise Integration Architecture — event-driven design, API gateway patterns, middleware (e.g. MuleSoft, SAP BTP Integration Suite, Dell Boomi, or equivalent)
\nNon-Functional Requirements expertise — security, scalability, availability, and disaster recovery design in regulated utility environments
\nProgram & Governance Experience
\nProven experience as a client-side Solution Architect on large-scale, multi-vendor ERP/CRM/CCaaS transformation program (£10M+ preferred)
\nExperience establishing and running Architecture Review Boards and Design Authority functions
\nTrack record of technically challenging and holding vendors/SIs accountable on solutioning quality
\nProficiency in producing enterprise-grade architecture artefacts: SADs, integration blueprints, HLD/LLD, data flow diagrams, RACI
\nExperience managing technical risk registers and conducting assurance reviews at major program milestones
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