Solution Architect – Customer Care
Smith & Nephew View all jobs
- Pune, Maharashtra
- Permanent
- Full-time
- Design end-to-end solutions for Order to Cash (O2C) processes in a contact center environment.
- Architect integrations between Salesforce Service Cloud, SAP S/4HANA, SAP CPI, EDI platforms, and ESKER.
- Define and implement API strategies (REST/SOAP) and middleware solutions for real-time data exchange.
- Troubleshoot and resolve system integration issues; support operational stability.
- Develop and maintain integration standards, documentation, and best practices.
- Collaborate with software vendors to optimize integration capabilities.
- Stay current with emerging integration technologies and contribute to strategic planning.
- Implement audit, logging, and monitoring solutions for integration systems.
- Integrate CTI, IVR, chatbots, and omnichannel platforms with CRM and ERP systems.
- Understand customer service workflows, case management, and escalation processes.
- Ensure high availability and performance of contact center applications.
- Support IT requirements for contact center KPIs and operational metrics.
- Lead development and support of interfaces using IDOC, iFlows, RFC, Proxy, EDI, JDBC, BAPI, etc.
- Work with middleware platforms including SAP PI/PO, SAP CPI, BizTalk, GHX, PACCOM, and ESKER.
- Support e-invoice tax management integrations (e.g., Pagero, KSeF).
- Assist service delivery teams in troubleshooting integration issues.
- Partner with business analysts, developers, and IT teams to gather requirements and deliver solutions.
- Provide architectural governance and maintain documentation.
- Support training, testing, deployment, and post-go-live activities.
- Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.
- 10+ years of IT experience, including 5+ years in a Solution Architect role.
- Strong expertise in:
- SAP S/4HANA, SAP CPI, SAP PI/PO
- Salesforce CRM (Service Cloud, Experience Cloud)
- EDI standards (X12, EDIFACT) and tools (GHX, PACCOM)
- ESKER for document automation
- CTI/IVR, Omnichannel, and Voice of Customer tools
- REST/SOAP APIs and middleware integration patterns
- Experience with cloud platforms (AWS, Azure) and microservices architecture is a plus.
- Excellent communication and stakeholder engagement skills.
- Salesforce Certified Service Cloud Consultant or Application Architect
- SAP Certified Integration Associate – SAP Cloud Platform Integration
- TOGAF or equivalent enterprise architecture certification
- Strong analytical and planning skills with a focus on quality and timelines.
- Ability to operate effectively in a global, multicultural environment.
- Demonstrates creativity, innovation, and ethical thinking in solution design.
- Proactively maintains industry knowledge and technical skills.
- Promotes and ensures security best practices across integration solutions.
- Your Future: Major medical coverage + policy exclusions and insurance non-medical limit. Educational Assistance.
- Work/Life Balance: Flexible Personal/Vacation Time Off, Privilege Leave, Floater Leave.
- Your Wellbeing: Parents’/Parents-in-Law’s Insurance (Employer Contribution of 8,000/- annually), Employee Assistance Program, Parental Leave.
- Flexibility: Hybrid Work Model (For most professional roles)
- Training: Hands-On, Team-Customized, Mentorship
- Extra Perks: Free Cab Transport Facility for all employees; One-Time Meal provided to all employees as per shift. Night shift allowances.