SAP C4C Technical Consultant

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role

Let's talk about the role and responsibilities:

The Service Cloud Technical Consultant is responsible for designing, developing, extending and integrating SAP Service Cloud capabilities for the EDP Replacement program, working under the Technical Lead to deliver agreed scope iteratively through system test, SIT and UAT.

Key responsibilities

• Build and extension: develop custom objects, fields, scripts, business logic, UI changes and event handlers from approved technical specifications.
• Workflow and rules: implement routing, SLA, escalation and notification logic and agent UI behaviour.
• Integration build: develop and test CPI integration flows and API calls, including mappings, error handling and retries.
• Data migration: build migration objects and scripts, run trial loads and fix reconciliation issues.
• Reporting: build service reports and data extracts as designed.
• Feature flags: implement flagged features and test both states.
• Testing: write unit tests and automated checks; execute system tests per iteration; support SIT and UAT; fix and retest defects.
• Code quality: follow peer review, version control and CI/CD standards; resolve security and vulnerability findings.
• Documentation: maintain technical documentation, configuration and transport records, and knowledge-transfer material.

Let's talk about your qualifications and experience:

• Minimum 5 years of utilities-sector experience (mandatory), within 5-10 years in SAP CX / CRM technical roles; at least 3 years of SAP Service Cloud (C4C or current Service Cloud) development or extensibility.
• Hands-on delivery of scripting or extension logic, custom objects, UI configuration and API consumption.
• Experience building integrations on SAP BTP Integration Suite/CPI or equivalent middleware, with REST/OData.
• Basic understanding of integration with SAP S/4HANA or IS-U and of data migration concepts.
• Experience supporting SIT and UAT, including defect triage and retest.

Your profile

Desirable skills

• SAP certification in Service Cloud.
• Experience with Australian electricity and gas markets and customer service processes.
• Exposure to CDC, scheduling or field service integration, or AWS-based contact-centre tooling.
• Experience with Jira/ADO, Git and GitLab CI/CD; familiarity with React/TypeScript or Lambda.

Ways of working

• Iterative build and system test for Release 1 across four iterations, then waterfall-style SIT and UAT, followed by deployment.
• Project and BAU share the same environments; feature flags control exposure of in-flight work.
• Governed by the client's Digital Delivery Framework (stage gates, ADGF, DFA and SteerCo forums); client templates and SharePoint repository to be used.
• AI-enabled accelerators may be used for documentation, integration and code drafts, subject to client architecture, cyber-security and Responsible AI approvals; all generated code goes through developer validation, peer review, automated testing and vulnerability scanning before promotion.

Key Attributes

• Structured, client-facing communicator who can explain trade-offs between standard and custom.
• Comfortable with ambiguity during Detailed Design and with shifting scope between releases.
• Collaborative with functional, data, test and architecture teams.

Selection criteria (indicative weighting)

• SAP Service Cloud technical depth (extensibility, APIs, build) - 25%
• Utilities-sector experience (5+ years minimum) - 30%
• Integration design and build (CPI, REST/OData) - 15%
• CI/CD, testing and SIT/UAT support - 15%
• Data migration awareness - 10%
• Communication and stakeholder management - 10%

What you’ll love about working here

• You will be a part of a diverse collective of free-thinkers, entrepreneurs, and industry experts. You will love the exposure to the scale of transformation, the depth of expertise, and the opportunities for career growth.
• We aim to build an environment where employees can enjoy a positive work-life balance. We embed hybrid working in all that we do and make flexible working arrangements the day-to-day reality for our people.
• At the heart of our mission is your career growth. You will have countless learning and development opportunities from thinktanks to hackathons, and access to 250,000 courses with numerous external certifications crafted to support you in exploring a world of opportunities.
• We realise a Total Reward package should be more than just compensation. We offer a range of core and flexible benefits and have a Peer Recognition Portal called ‘Celebrate’.
• We don’t just believe in inclusion we actively go out to making it a working reality. Driven by our core values and ‘Inclusive future for all’ campaign, we build environments where you can bring your whole self to work.

This position is covered by the Professional Employees Award. Remuneration for this role is structured in accordance with this award, with classification level and salary determined based on the successful candidate's experience and qualifications. Full statutory entitlements, including the standard Superannuation Guarantee, apply.

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

Make it real | www.capgemini.com