SAP CX/CRM Solution Architect

Overview Job Description: SAP CX/CRM Solution Architect Location: Johannesburg/ Cape Town, South Africa Employment Type: Full-Time Experience Required: 10+ years in SAP CRM/CX architecture and implementation 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 analyze 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. Competencies Summary Solution Design & Architecture Integration Leadership (SAP Integration Suite & Third-Party Systems) Customer Experience & CRM Strategy Presales & Client Engagement Team Leadership & Knowledge