Kapil Kumar
Summary
SAP Certified CX Solution Architect with 15 years of SAP experience in delivering transformative, omni channel customer experience solutions across global enterprises. Backed by 8 SAP certifications across the complete SAP CX solution portfolio, deep expertise in Solution Architecture, Development, and Integration, with hands-on capabilities in SAP Service Cloud, SAP Sales Cloud, SAP BTP, SAP ABAP, SAP CRM, and SAP Cloud Application Programming using ABSL/SDK, specialise in designing and leading scalable, integrated SAP CX implementations that unify digital channels, enhance customer engagement, and drive measurable business value. Adept at system configuration, customisation, and end-to-end integration to bridge the gap between business goals and technical execution. Robust track record of integrating SAP CX solutions with backend systems including S/4HANA, SAP ECC, and a variety of third-party applications. Led cross-functional teams through complex global implementations bridging the gap between business needs and technical execution.
Overview
14
14
years of professional experience
1
1
Certification
Work History
SAP CX Solution Architect
TCS UK
03.2022 - 04.2025
- Company Overview: Major domestic appliances organisation, carved out from its parent entity, exuviated from existing processes into new business transformation and initiatives. One of the largest Intelligent Enterprise Transformation RISE with SAP program.
- Led Implementation of SAP Service cloud solution in enterprise transformation program to deploy it as global contact centre.
- Led digital transformation journey in customer experience, for consumer profile orchestration between SAP Service cloud, SAP Customer Data Cloud & SAP Customer Data Platform.
- Led implementation of Knowledge management solution to enable consumer support by Integration of MindTouch with SAP Service cloud and various consumer channels e.g., company website and third-party marketplaces.
- Integrated SAP Service cloud with SAP S/4 HANA, to create service orders as follow up document of SAP Service cloud ticket, to replicate customer master data, products.
- Integrated SAP Service cloud with messaging Service provider Twilio to provide ticket updates to customers via SMS and WhatsApp.
- Integrated SAP Service cloud with Sprinklr to extend reach of customer care capabilities into social channels.
- Side by Side and In-app extension of SAP Service cloud with SAP BTP.
- Supported Implementation of SAP Customer Data Cloud to manage identity, login, consent for consumers registering through various consumer channels.
- Continually assessed impact of emerging SAP C4C functionality and product roadmaps against business process needs and interpreting business value against Business Plans for SAP stakeholders so that a clear roadmap can be agreed and maintained for the future of C4C Solutions.
- Worked with several stakeholders across business and externally to promote 'the art of the possible' relating to latest SAP technologies (HANA, Mobile, Cloud solutions etc.) understanding where benefit of technology can be applied to improve performance against Business Plans.
- Engaged with Process Owners, Business Partners, and Senior Managers to understand their processes, pain areas and key business drivers under Business Plan to provide recommendations for innovation and enhancement of SAP C4C solutions.
- Worked closely with Support teams to provide best practice guidance and advice to ensure maximum stability and availability of C4C solutions already in place.
- Utilised understanding of SAP On Premise services knowledge and fact-finding skills so that current and future Cloud landscape can be assessed.
- Developed comprehensive solutions by understanding and analysing client specifications.
Senior SAP Cloud for Customer Solution Specialist
Infosys Limited
03.2020 - 02.2022
- Company Overview: Public Utilities- in water and sewerage sector, Wales UK
- Onshore SAP CX applications and transformation lead of four SAP service cloud applications with more than 700 business users.
- SAP Solution Architect for CX - Led proactive drive across business to seek opportunities to innovate business processes and associated SAP C4C solutions to enable delivery of Business Plans whilst ensuring that investments in C4C are cost effective and for long term therefore ensuring maximum benefit from spend.
- Eliminated problems and introduce benefit by undertaking potentially complex root cause analysis and finding innovative and fast delivery of system solutions for which there may or may not be a quick or standard solution.
- Increased speed of innovation and enhancement within SAP C4C Solutions.
- Assured that partner delivered solutions adhere to company (and SAP best practice) standards, including SAP Processes, SAP C4C Configuration and SAP C4C custom solutions (bespoke development).
- Integrated C4C System to SAP and Non-SAP systems like ECC, SAP BI, SAP cloud Platform, third party applications via SAP CPI, SAP PO, MuleSoft.
- Managed client relationships, securing repeat business opportunities.
BAU Application Lead
Infosys Limited
08.2018 - 03.2020
- Company Overview: Public Utilities - in water and sewerage sector, Wales UK
- Performed Team Lead activities: Team management, Resource Planning and Work Distribution, development and code reviews, Mentoring, Team Cross, and Up-Skilling.
- Worked with Process Owners, Business Partners, and Business Analysts to ensure that business process requirements are clearly defined.
- Led the client interactions, worked with offshore team to maintain the service stability, continuous service improvement, deliver new business requirements, coordinate, and work with multiple vendors/ partners of client.
- Continuous improvement of business processes and system functionality.
- Configure the SAP C4C solution - Scoping and Fine-Tuning activities, dashboards, and reports.
- Performed activities related to Administration, Debugging using SDK, error analysis and troubleshooting, Personalisation, Analytics/Reporting, Cutover and Go-Live.
- Utilised KUT (Key User Tools): Extensions, Layouts, Restrictions, Workflow Rules, Custom Objects, Mashups, configuring C4C web services, OData services.
- Provide ad-hoc training and user support as required.
- Develop code using SAP Cloud Applications Studio (SDK/PDI) to carry out custom development on SAP C4C.
BAU Application Lead
Infosys Limited
02.2018 - 07.2018
- Company Overview: Automobile Industry: Global leader in truck and car manufacturing
- Technical Lead for S/4 HANA green field implementation.
- Interface and integration development with third parties.
- Worked with several stakeholders both internal and external to client, including Process Owners, Business Partners, Support Teams, ITS Partners.
- Worked on ECC Sales & Distribution, Finance and Controlling objects and SAP MM.
- Worked on SAP ABAP on HANA developments.
Application Lead
Infosys Limited
03.2014 - 01.2018
- Company Overview: Automobile Industry: World's leading manufacturer of both planes and trains
- Design and deliver solution for finance shared service framework in SAP CRM.
- Requirements gathering, analysis, design and test solution.
- Documentations, Release Management, Version Management, Work Prioritisation, Testing and Transportation..
- Developed WEB UI enhancements for Service, Sales, and Marketing modules of SAP CRM.
- Designed solution for complex business processes for SAP CRM, Finance shared service centre, BW-CRM integration, Service ticket management, integration with other SAP systems.
SAP CRM Technical developer
Infosys Limited
03.2013 - 03.2014
- Company Overview: Automobile Industry: AMS for Global leader of industrial tools and equipment manufacturer
- Troubleshooting incidents and removing bottlenecks through process and code optimisations.
- Raise OSS messages to SAP for defects in standard SAP code.
- Prepare Technical Designs and Specifications.
- Hands on enhancements for providing value help, populating drop down values, changing field properties and dynamically enable/disable fields.
- Design and Develop SAP Business workflows for automation of business processes.
- Analyse As-Is system and System Landscape and proposing optimum solutions for business scenarios in To-Be System.
SAP CRM Technical Developer
Infosys Limited
01.2011 - 03.2013
- Company Overview: Automobile Industry: Green filed implementation of SAP CRM solution
- Perform technical analysis and effort estimation of requirements.
- Involved in end-to-end implementation of CRM solution on SAP CRM 7.0, led development phase, unit testing, UAT, IST and early life support.
- Create Technical Specifications and comprehending Functional requirements and Specifications.
- Developed SAP business workflows for sales and service module of SAP CRM.
- ECC ABAP and WEB UI enhancements for Service, Sales, and Marketing modules of SAP CRM.
Education
Bachelor of Technology - Electronics & Communication Engineering
NIT Jalandhar
01.2006 - 01/2010
Skills
- SAP CX Architecture & Implementation
- SAP Service Cloud
- SAP Sales Cloud
- SAP CRM
- SAP ECC
- SAP S/4HANA Integration
- SAP BTP
- End-to-End Digital Transformation
- Knowledge Management Implementation
- Custom Development
- Cross-Functional SAP Knowledge
- Agile Methodology
- Professional Scrum Master™ I
- Business Stakeholder Engagement
Certification
- SAP Certified Application Associate - Solution Architect for CX
- SAP Certified Associate - Implementation Consultant - SAP Service Cloud Version 2
- SAP Certified Associate - Implementation Consultant - SAP Sales Cloud Version 2
- SAP Certified Application Associate - SAP Service Cloud
- SAP Certified Development Associate - SAP Cloud for Customer
- SAP Certified Integration Associate - SAP Cloud for Customer
- SAP Certified Application Associate - SAP Sales Cloud
- SAP Certified Application Associate - SAP Field Service Management
- SAP Certified Product Support Accreditation
Timeline
SAP CX Solution Architect
TCS UK
03.2022 - 04.2025
Senior SAP Cloud for Customer Solution Specialist
Infosys Limited
03.2020 - 02.2022
BAU Application Lead
Infosys Limited
08.2018 - 03.2020
BAU Application Lead
Infosys Limited
02.2018 - 07.2018
Application Lead
Infosys Limited
03.2014 - 01.2018
SAP CRM Technical developer
Infosys Limited
03.2013 - 03.2014
SAP CRM Technical Developer
Infosys Limited
01.2011 - 03.2013
Bachelor of Technology - Electronics & Communication Engineering
NIT Jalandhar
01.2006 - 01/2010
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