CRM Solution Expert

SHAPE LIVING FOR THE BETTER
By creating desirable solutions and great experiences that enrich people’s daily lives and the health of our planet, we want to be a driving force in delivering enjoyable and sustainable living. We go to work every day determined to shape living for the better – for our customers and for the health of our planet.
For that, we employ great people from a wide variety of backgrounds – not just because it’s the right thing to do, but also because we believe that diverse perspectives make our business stronger and more innovative. If you share our values, come find your place in our global community. Meet us on @lifeatelectrolux and career.electroluxgroup.com to learn more.
You will be based in Stockholm in a modern office setting in our multinational and diverse HQ
Role Summery
· As a C4C solutions expert, you will be responsible to optimize and integrate business processes in Contact Center and Field service operations using SAP Sales/Service Cloud using your techno-functional expertise.
· Ability to understand business processes & relate functional/technical solutions to processes.
· Responsible for designing low-level technical solutions that is stable, scalable & delivers high performance from UX & CX perspective.
· You will work in a Scaled Agile framework & will be response for delivering on Business requirements in your Products team.
· You will deliver high quality code, configurations and documents deliverables during all phases of software development flow.
· You will work very closely with other CRM C4C developers, CRM domain experts/architects, SME’s and CRM consultants both internal and from external partners.
· Collaborate with cross-functional teams to ensure the overall integrity of the entire systems landscape.
· Understand industry best practice and engage with platform providers and vendors to align capabilities and influence standard product roadmaps.
· Demonstrate and infuse modern development practices by following DevOps practices ensuring deployments into production on at least a bi-weekly basis.
Who you’ll work with
You will be part of the Technology & Delivery team within the Consumer solutions organization in Business Area Europe. The Technology & Delivery team is responsible for developing and delivering end-end technology powered solutions for B2C channels in a highly competitive and integrated systems landscape made of 30+ SaaS and PaaS solutions.
The team’s mission is to prepare and execute the accelerated rollout of the consumer landscape across Europe over the next three and a half years. The rollout will provide the Electrolux markets in Europe with agent desktop solutions, Chat Bots, Technician App, IFS FSM and PSO solutions, advanced consumer analytics platform, upgraded online consumer journey solutions and several other key consumers facing service and sales solutions. In this role you will be responsible for the technical landscape and delivery of contact center and CRM stack.
We are organized in product teams and we truly embrace the people first, autonomous teams and innovation driven culture across our entire organization.
Qualifications:
· 5+ years of experience as a developer/functional lead in SAP Service Cloud as well as Sales Cloud.
· Good understanding of SAP Cloud Applications Studio SDK/PDI experience to carry out custom development. Good knowledge in SDK development, ABSL, BODL, C4C standard UI extension/script/designer, OVS and Custom screen generations to develop, deploy support complex C4C Cloud for Customer solutions Experience in Debugging using SDK, error analysis, and troubleshooting.
· Solid hands-on implementation experience of packaged SAP solutions, specifically SAP Sales Cloud & SAP Service Cloud, including understanding of Service process, sales processes, and pricing; customer and material/product master data.
· Hands-on implementation experience of integrating SAP C4C with other SAP applications like Marketing Cloud & backend applications like ECC.
· Demonstrated experience with SAP C4C implementations, including scoping, fine-tuning and configuration of core SAP C4C Service and/or Sales Cloud functionality.
· SAP C4C Solution experience includes Account Management, Service Request Management, Real-Time Analytics, mashup, Workflow rules, SLA’s, Event notifications.
· Have experience of third-party non-sap applications Integration with C4C and should have a good understanding of REST, SOAP API Web services & standard OData API’s in C4C.
· You have a high affinity for modern IT technologies, in particular a sound expertise with SAP CRM software (preferably SAP C4C Service Cloud / Sales Cloud).
· A high affinity and a good understanding of modern technologies and current software development trends in the cloud (e.g. SAP Cloud Applications Studio, SAP Integration Suite, , OData / REST, OAuth).
· Good to have: experience of working in a Microservices architecture & understanding one or more of these technologies or areas: Kubernetes, Istio, API Gateway, HANA Cloud, MongoDB, Kafka, Elasticsearch.
· Strong experience with exposing native C4C platform capabilities to external platforms and consuming external services through API, Micro-services and SDK integrations.
· Experience building CI/CD pipelines and test automation of CRM modules.
· Proactively identify and propose business process and/or system enhancements.
· You have very good analytical and conceptual skills paired with a pronounced ability to structure to simplify complex relationships.
· Good understanding of field service management.
· Exposure to working in a highly integrated Omni-channel (Webshop, IoT, Mobile Apps) CRM experience
· Ability to work in a multi-cultural and diverse work environment