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Sap Hybris/customer Engagement Architect Resume

Farmington Hills, MI


  • Around 14 Years of Exp including 10+ years in implementations of SAP CRM & C4C
  • Extensive experience in business process design and configuration related to SAP CRM & C4C in Sales, Marketing, Service, Web UI, Interaction Center(CIC)
  • Expertise includes the analysis, mapping and implementation of User requirements, Blueprinting, Knowledge Transfer & User Training
  • Experienced in all stages of ASAP Methodology &System Development Lifecycle(SDLC)from business process improvement, requirements gathering, design, construction, testing, implementation, installation, documentation, User training and support
  • Experience working on Cloud for Customer (C4C) and Cloud for Service (C4S)
  • Experience utilizing HANA Cloud Interface (HCI) for integrating CRM - On Premise to Cloud solutions such as C4C & C4S
  • Extensive experience on CRM 5.0, CRM 2007, 7.0, 7.0 EhP1, EhP2 & EhP3
  • Extensive experience on ABAP, Workflow, BSP Components, EEWB, bADI’s
  • Experience configuring Transaction Types, Organization Data Determination, Partner Determination, Status Profile, Action Profile, Activities, Territory Management, Pricing, Copy Controls, Product Master, Interactive Reporting.
  • Sales Functional Areas: SFA, PPM, Sales Order Management, Opportunity Management, Lead management, Account Management, Trade, Activity Management, Contract Management, Rebate Processing, Visit Management, Special Functions, E-Commerce (ISA)
  • Marketing Functional Areas: Market Planning along with Campaign Management & Execution and Automation, External List Management(ELM), Segmentation, Personalized forms, Product Proposals and Lead Management
  • Service Functional Areas: Installed base configuration (IBASE), Service Agreements, Service Contracts & Plans, Service Order Management, Case Management, Complaint & Returns Management, In-house repair and Warranty claims.
  • Configuring WEB UI, defining roles & PFCG role assignment, navigation bars, defining logical links, work center link groups, work centers, and direct link groups.
  • Good understanding of Business Object Layer (BOL) and Generic Interaction layer (GenIL).
  • Configuring Interaction Center: Agent& Manager Functions and Agent Inbox, Transaction launcher, Call list management, Customer fact sheet, Navigation bar settings, Surveys, ERMS(Email Response Management System), Rule Modeling, Avaya&BCM Integration.
  • Experience setting up BCM 7 with SAP CRM 7.0 EClient 1 for Contact Management, CTI for Inbound/Outbound Contact Center & Automated Services(IVR)
  • Knowledge in Middleware including setting up RFC, Sites, Publications for CRM & ECC
  • Experience in SAP CRM 7 Security for Configuring Authorizations, Security Roles, User Maintenance, Access Rights, Organizational assignment & Relationships, Role Inheritance.
  • Experience with RICEFW in order to make changes to the standard SAP system.
  • Exposure working with BDocs, Idocs, EDI & ALE for data exchange
  • Acquainted with NetWeaver Process Integration (PI) and SAP Exchange Infrastructure (XI)
  • Proficient in tracing requirements, designing test cases, execution and defect management.
  • Experience developing SAP End User Training Material including, Training Outlines, Power Point slides, Exercises & Assessments, Trainers Guide, Quick Reference Guides
  • Excellent communication, people management, team building, presentation, facilitation techniques, motivation & leadership skills.


SAP: CRM 5.0/6.0/7.0/7.01 , ECC 6.0, SAP R/3, GRC, Solution Manager, CIC, IPC, CRM2007 WebUI, Workflow, LSMW, BDC, BAPI, ALE, EDI, Data Dictionary, Conversions, Web AS, BADI, Interfaces, User exits, Debugging

GUI Tools: VB 5.0/6.0, SAP GUI

Web Technologies: JavaScript, VB Script, ASP, IIS, HTML, XML, XHTML, PClient

RDBMS: SQL Server 2000, MS Access, Oracle 8.0/9.0/10g/11i

Testing Tools: Confidential (Mercury) Quality Center, Test Director, QTP, LoadRunner, WinRunner

Languages: ABAP/4, Visual Basic, PL/SQL, SQL, C, C++, C#, JAVA, XML

Microsoft Office Applications: Access, Power Point, Word, Excel, Visio, Project, OneNote

Operating Systems: Windows NT, Windows 95/98/2K,2K3,2K8, Windows 7, Unix, Linux


Confidential, Farmington Hills, MI

Environment: SAP Hybris Sales & Service Cloud(C4C, C4S, Hybris C4C), Hybris Marketing Cloud, Hybris Ecommerce 6.6 & 6.7, ECC, S/4HANA, new C/4 HANA

SAP Hybris/Customer Engagement Architect


  • Responsible for Customer Engagement offering from Hybris, which include the rebranded SAP C4C & C4S solutions into Hybris Sales & Service Clouds, along with Hybris Marketing Cloud, now rebranded under the new C/4 Hana offerings (Customer Experience).
  • Workshops for integration of Hybris Sales & Service Clouds into current SAP CRM environment or standalone solutions using S/4 Hana or ECC.
  • Demos of all Hybris Customer Engagement products including Sales, Service & Marketing Clouds
  • Sales Scenarios including SFA, Demand, Prospect, Leads, Opps, Quotes & Orders.
  • Services Scenarios including Service Ticket/Request, Install Bases, Repairs, KB, SLA, Field Services, Resource & Time Scheduling & Recording.
  • Omni Channel Contact Center and SAP Contact Center integration into Hybris Sales & Service Clouds.
  • Worked on integrating Commerce Marketing (Marketing Cloud) into ecommerce solutions along with Profiling, Segmentation, Planning, Loyalty & Analytics.
  • Evaluation documents for business process integration

Confidential, NJ

Environment: SAP CRM 7.0, ECC 6.0 IS-Retail, Salesforce Sales & Marketing Cloud, Hybris Sales Cloud(C4C), Hybris Marketing Cloud, MS Dynamics 365

CRM Advisory & Strategy Consultant


  • Confidential was recently formed as part of a restricting within the Confidential ’s business units.
  • Worked with new business to identify the future CRM Strategy while being product agnostic
  • Built Roadmap for success for Customer 360 initiatives
  • Aided in evaluating Salesforce, SAP & Microsoft Offerings for CRM, primary focus on Marketing then Sales
  • Educated business on the CRM best practices and importance of unified business process between Sales, Service & Marketing.
  • Drove Business Process Conversation on Marketing - Segmentation, Campaigns, Leads, Opportunities
  • Discusses Data Strategy in regards to customer 360, and marketing data, data cleansing & mastering and Build of a Data Lake
  • Discussed Loyalty Management offering, and fit into new solution.
  • Building roadmap for business to move into S/4 Hana
  • Evaluating & Gap Analysis of Europe to move into the SAP Landscape from Oracle.

Confidential, Novi, MI

Environment: SAP Hybris Sales Cloud(C4C), ECC, S/4Hana

SAP C4C Solution Architect


  • Brought in to evaluate C4C use cases, and feasibility
  • Quick PoC for C4C for the purposes of Sales driven by Marketing Campaigns from On-Prem to -> Opportunity processing within SAP C4C
  • C4C Functionality and walkthrough of best practices
  • Workshops for integration of C4C into current SAP CRM environment, and data needs
  • Integration between C4C & ECC and C4C & S/4 HANA or Business Partners & Orders
  • Business Partner data for Customers, Prospects & Leads
  • Data Flow back from opportunity into SAP CRM On-Prem for Marketing
  • Evaluation documents for business process integration

Confidential, Mason, MI

Environment: SAP CRM 7.0 EhP4 & ECC 6.0, SAP Contact Center

SAP CRM Solution Architect


  • New Implementation of SAP CRM on premise using agile methodology
  • Solution Architect for 2 business implementations on On-Prem Solution - Sales Contact Center & Employee Interaction Center
  • Business workshops for process design for Sales Contact Center - Sales order processing & Account Identification
  • Led Business Workshops for HR - for Employee Interaction Center
  • Evaluated CTI Solutions for both email & phone call push - including Avaya AIC, B+S CRM CTI from Cisco, and SAP Contact Center(won)
  • Designed SAP Contact Center integration process & SAP CRM with Ecenta team
  • Build of initial
  • Devised Email Strategy for both contact centers
  • Designed Screen pop data dip’s for both Emails & Phone calls
  • Designed process flows for call & email routing
  • Configured and designed organizational model & maintenance processes.
  • Led team of configurators for initial system build including integration to ECC

Confidential, NJ

Environment: SAP CRM 7.0 & SAP CRM 2007 with eCommerce(ISA), ECC 6.0 IS-Retail

SAP CRM Architect


  • Upgrade Project as a part of Piloting Mars’s new Global Strategy for Infrastructure
  • Moving from an On-Premise Solution of SAP CRM utilizing Oracle Databases & Linux based servers over to MSFT SQL Server & Being Hosted on a windows platform on Microsoft Azure Cloud Services
  • Conducted entire upgrade from SAP CRM 2007 to SAP CRM 7.0 Ehp2 in order to be on a version that can support Azure
  • Upgrade included complete Business Role Rebuild from 2007 to 7.0 and all Necessary Screens
  • Implementing new Multiple Business Partner search along with Multiple Sessioning
  • Rebuilding all security roles in order to support the new 7.0 Auth Objects as well as support the new functionalities of 7.0
  • Implementing Load Balancing strategy and session handling strategy inside using Web Dispatchers and Load Balancers on Microsoft Azure
  • Carving out a Business Unit into a new Company Code as it was spun off as a separate entity.
  • Connecting new Site-to-Site VPN from Azure to external Mars Business Partners
  • Redesigned entire Org Model to adapt business to 7.0 and new processes per changing business model.
  • Trained Business Users & General Support for Go Live.

Confidential, Wilmington, DE

Environment: ECC 6.0

SAP Warranty Management Architect MM/PM/CS


  • Initial Blueprinting & Workshops along with discussing SAP’s ICC recommendations with Confidential .
  • Prototype to showcase Standard Automotive Warranty Solution within ECC & its possible applications for Confidential
  • Designed a new Warranty processing while repurposing Automotive Warranty solutions
  • Built new Warranty Types with Inbound Vendor & Outbound Vendor versions
  • Enhancements to MIGO for goods movements upon receiving to automatically check if item is under warranty and invoke warranty claim creation.
  • Creation of free goods po to be sent to vendor along with put away label print out for shipping item back to vendor for claim processing.
  • Configure FI Document Postings and account determination
  • Configured Message Determinations
  • Designed process to utilize Master Warranty for locomotives bought from vendor.
  • Designed Dispute process for when warranty claims with vendor are rejected.
  • Implemented user statuses upon equipment records for serialized parts for better tracking of serialized parts.
  • Security roles updates and new security roles creation for end users.
  • End user training.

Confidential, Morrisville, NC

Environment: SAP CRM 7.0 EhP3, C4C, ECC 6.0

SAP CRM & C4C OTC Architect


  • Brought in Post Go Live due to Issues & full assessment of CRM Implementation to resolve issues and improve ROI.
  • Spent time with business users to understand and evaluate the Confidential ’s business processes as well as assessing the implemented SAP CRM processes and suggested improvements.
  • Designed C4C with just one way sync from CRM to C4C utilizing the PI due to field sales force not needing a 2 way sync.
  • Worked with field sales teams to setup territories as well aiding in configuration of opportunities and new contacts attached to existing accounts.
  • Reviewed entire OTC process from CRM lean order to delivery. Identified issues related to CRM and Vistex.
  • Reviewed Lean Order process, and identified main issue for Confidential as ITS based transaction launcher. Provided solution to transaction launch direct SAP GUI from IC & WEBUI as well as identifying dependencies.
  • C4C for implemented for just the Field sales reps, only Contacts, Accounts along with territory were replicated to the Cloud. Rest resided inside of CRM on premise.
  • Conducted reporting workshops to help design reports as requested by business, including once & done, and incident tracking.
  • Developed new Interaction Record Screen Layout to minimize agent spent time on IR, and redesigned IC Toolbar, Account overview and reduced total time spent by agent per interaction.
  • Assessed the current implementation of Emails & Faxes utilizing Avaya Workstation for FIFO push as well as half implemented SAP CRM ERMS approach. Advised on proper approach for single point of maintenance for emails & faxes to reduce agent spent time per interaction.
  • Worked on replication of data from CRM to C4C utilizing PI. Also setup filters based on marketing attributes so not all accounts were replicated, only those supported by field sales.
  • Review security roles & built Middleware monitoring roles, and well as aiding in creation of composite roles from single roles for assignment to end users.
  • Worked with basis on review of architecture and infrastructure, and well as advising on scaling, load balancing, and local machine browser setup.
  • Review training and identified issues. Trained the trainer to resolve issues, and lower the total number of issues faced as well as preventing accidental Interaction records.
  • Provided Confidential with strategic roadmap for contact center including IVR, CTI, Workforce management, customer self service. Utilizing both SAP BCM(Contact Center, CC) as well as third party products.

Confidential, NJ

Environment: SAP CRM 7.0 & SAP CRM 2007 with eCommerce(ISA), ECC 6.0 IS-Retail

SAP CRM Consultant


  • Brought in to implement ERMS functionality into the SAP CRM Environment for the contact center for all of Confidential .
  • Conducted workshops with business users evaluated the Confidential ’s business processes and gathered the Confidential ’s requirements & provided estimates.
  • Conducted a review of the SAP CRM Environment and suggested improvements.
  • Designed new ERMS strategy to for the inbound of processing of Email for the contact center along with business process changes to improve productivity.
  • Redesigned entire Org Model and set up escalation processes for Contact Center
  • Redesigned Security Roles and New Security roles for Email & Org data as well as UIU components for newly deployed components.
  • Configured existing business roles to add in Email & Deployed IC Manager Role with added functionality of Org Model Maintenance.
  • Improved Navigation Bar, and add in Recent Edits as well as removing unnecessary links for better user experience.
  • Trained Business Users & General Support for Go Live.

Confidential St. Paul, MN

Environment: SAP CRM 7.0 EhP1 & EhP2& EhP3, ECC 6.0 & HCM along with C4C & C4S

SAP CRM Architect


  • Worked on a Global Design strategy for all design decisions for multi country roll outs.
  • Conducted workshops with business users evaluated the Confidential ’s business processes and gathered the Confidential ’s requirements & provided estimates.
  • Worked with team on generating blueprints for the project based on requirements.
  • Designed & conducted development of New HR ALE feed to bring employee master data into CRM & schedule daily jobs from SAP HCM.
  • Blueprinting & design analysis of a SAP CRM based EIC for Shared Services (SSF)
  • Worked on Requirements Gathering & Design Analysis for OTC Service Call Centers
  • Worked on Evaluation of Avaya IC / SAP BCM / Genesys G+ Adapter for Global Call Center Communications integration into CRM
  • Worked on Implementing Cloud for Customer (SAP CRM Cloud C4C) Pilot for one division
  • C4C integration utilizing HANA Cloud Interface (HCI) to CRM On Premise.
  • C4C configuration for Accounts & Contacts, Opportunities, new user setup, views and access security
  • Implementing standard reporting within C4C for opportunities iFlows& ID mappings for for additional customer specific fields.
  • Screen Configuration and Job based security for C4C
  • Scoping for Cloud for Customer (C4S) for 2 Contact centers with telephony integration.
  • Worked on Product configuration and updates to product catalog.
  • Worked on organizational model design & maintenance including security roles.
  • Designed & Implemented Territory Design - from Hierarchy, Ranges, Org Model Dependencies, rule builder & policy setup along with custom attributes.
  • Designed Loyalty Management for Automotive Accessories division.
  • Designed & Implemented external Surveys with ERMS for inbound processing.
  • Designed programs to support territory maintenance of hundreds of thousands of rules.
  • Designed territory management to work with SAP CRM Sales(v2.1) & SAP CRM Sales Manager Mobile (v2.5) apps.
  • Worked on E-commerce strategy along with Partner Channel Management
  • Created new security roles for end user needs as well as support staff along with GRC mapping for Firefighter (super user) access control as well as end user process role mappings.
  • Worked on implementing SAP JAM for micro blogging for end users.
  • Worked on upgrading EhP1 to EhP3 for SAP CRM 7.0
  • Conducted coordination to utilize offshore resources for Technical development.
  • Involved in UAT & Training Material creation to setup new processes as well final End User Training.
  • Provided Production Support after initial go live & used Confidential SM & Remedy ITIL for incident/ticket management.

Confidential, Long Island, NY

Environment: SAP CRM 7.0, ECC 6.0 & HCM (Remote Support)

SAP CRM Architect


  • Assessed, Designed & carrying out major Territory Realignment involving changes to the hierarchy structure & mobile impacts with old .NET mobile solution with a CDB.
  • Assessed impacts from HCM Employee data due to territory & org structure changes.
  • Worked with BW Team to ensure data extraction is successful
  • Aided in creating & executing recall procedure - first for Confidential in over 7 years.
  • Fixed WebUI enhancements due to issues.
  • Worked on return variance by utilizing case management in CRM.
  • Aided in Confidential on new strategy for salesforce integration.
  • Conducted workshops with business users evaluated the Confidential ’s business processes.
  • Created/Updated documentation for changes made to environments.

Confidential, Northbrook, IL

Environment: SAP CRM 7.0 EhP1, ECC 6.0(HCM)



  • Conducted workshops with business users evaluated the Confidential ’s business processes and gathered the Confidential ’s requirements & provided estimates.
  • Worked with team on generating blueprints for the project based on requirements.
  • Provided Production Support after initial go live & used Confidential SM & ServiceNow ITIL for incident/ticket management.
  • Utilized ALE/IDOC to bring employee master data into CRM & schedule daily jobs from SAP HCM.
  • Utilized the SAP SSF Shared Service Framework for the availability of HR data within CRM.
  • Configured organizational model for Agents, Manager, Super user, Analytics & IBM Back office.
  • Worked on integrating CRM with the Avaya telephony system with Avaya IC Connector, Avaya Workforce Management System, Versey & TIBCO IVR for CTI
  • Configured Email Response Management System(ERMS), setup email profiles & email integration with exchange server team along with process modeling & email templates(mail forms)
  • Implemented Multiple Sessions to improve productivity for Call Center along with proper integration with Avaya CTI.
  • Created new authorization(PFCG) & security roles for end user needs as well as support staff
  • Utilized SAP PI for EDMS to send/retrieve attachments from Document Repository.
  • Worked on Implementing Transaction Launcher, Customer Fact Sheet, Agent Inbox, Knowledge Search, Interaction Records, Service Requests, Tasks
  • Worked on setting up Interactive Reports, Utility Reports & BI reports and configured them to be accessed under Analytics role.
  • Conducted coordination to utilize offshore resources for Functional, Integration & Regression Testing along with test case generation & approvals.
  • Involved in UAT & Training Material creation to setup new processes inside of the call center as well final End User Training.

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