Location: Johannesburg/ Cape Town, South Africa Employment Type: Full-Time Experience Required: 10+ years in SAP CRM/CX architecture and implementation
Job Description
Role Overview
We are seeking a highly experienced Solution Architect with deep expertise in SAP CRM/CX (customer service, marketing, and sales), as well as cloud platform integration. The successful candidate will lead the design and delivery of end-to-end customer experience solutions, ensuring seamless integration with other SAP and non-SAP systems. This role requires strong technical leadership, stakeholder engagement, and the ability to translate business requirements into scalable SAP solutions.
Personal Qualities:
· Self-motivated and proactive – able to take initiative, manage priorities, and drive projects to successful outcomes.
· Collaborative team player – works effectively with cross-functional teams, clients, and stakeholders to achieve shared objectives. · Flexible and adaptable – comfortable with change and willing to travel as required to support project delivery. · Strong problem-solving and critical-thinking skills – able to analyse complex challenges and propose practical, innovative solutions. · Excellent communication and interpersonal skills – able to present ideas clearly, influence decisions, and build trusted relationships. · Customer-focused mindset – committed to understanding client needs and delivering solutions that add tangible business value. · Continuous learner – keeps up to date with industry trends, SAP CX innovations, and emerging technologies.
Key Responsibilities:
· Support presales activities including RFP/RFI responses, solution demonstrations, and license engagements. · Deliver customer experience strategies aligned to client business objectives. · Lead solution architecture design for SAP CX/CRM implementations using SAP CPI or other SAP BTP services for end- to-end system integration. · Conduct workshops, requirements gathering, and solution blueprinting with business stakeholders. · Guide and mentor team members in solution design, configuration, and integration best practices. · Provide technical leadership to cross-functional teams, ensuring high-quality project delivery. · Perform configuration and technical tasks throughout project lifecycles. · Ensure compliance with SAP best practices, data governance, and security standards. · Engage in industry workshops and conferences to remain current with SAP CX, SAP Business AI, and broader CX/CRM innovations.
Qualifications & Certifications:
· Relevant Information Systems/Technology Tertiary qualification . · SAP CX certifications (SAP Certified Application Associate or SAP Certified Technology Associate in CX areas – Service, Marketing, Sales). · SAP Activate certification (for project management).
Skills & Experience:
· Deep understanding of customer engagement processes, including sales, service, marketing, and commerce in both B2B and B2C contexts. · 10+ years of SAP CRM/CX solution delivery experience across industries (Utilities, Retail, Mining, Public Sector, Banking, Logistics, Media). · Demonstrated ability to lead order-to-cash, service management, loyalty management, and case management projects. · Knowledge of cloud architecture principles, security, scalability, and performance optimization. · Hands-on project experience in SAP CX implementations, from design and blueprinting through to delivery (configuration) and post-go-live support. An agile delivery experience would be an advantage, with proven ability to work in cross-functional teams and guide project execution. · Expertise in business process design, RICEFW development, testing approaches, and cutover planning/strategies, with a focus on delivering seamless SAP CX implementations. · Strong solution architecture skills. Must be able to produce architectural diagrams depicting the end-to-end CX solution within the client system landscape and integrations with SAP or non-SAP systems. Hands-on experience in integration with ERP/S4HANA is required. · Extensive SAP CX expertise across solutions such as: Service Cloud, Sales Cloud, Commerce Cloud, Marketing Cloud, Customer Data Cloud. · Experience with SAP Integration Suite (CPI, API Management, Event Mesh) and related middleware technologies. · Knowledge of SAP Business AI (or other AI tools) with the ability to apply AI capabilities in designing innovative SAP CX solutions that drive customer and business value · Strong client engagement, stakeholder management, and team leadership skills, with the ability to align technical solutions with business objectives. · Excellent communication and presentation skills, with the ability to translate complex technical concepts into clear business language.
