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Position Overview
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. The ideal candidate will combine strong SAP C4 V2 and SAP C4 V1 knowledge with direct experience delivering customer service and contact center solutions in a regulated utility environment.

The successful candidate must be comfortable operating as both a strategic functional lead and a hands-on delivery leader—working directly with client stakeholders, guiding delivery teams, resolving functional and integration issues, and maintaining accountability for successful end-to-end execution.

Key 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.

Required Qualifications
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.