Akella Nagagopalakrishna
IT Professional
Jacksonville,FL
Summary
SAP professional with extensive expertise in SAP S/4HANA and Customer Experience platforms, specializing in C4C and BRIM solutions. Capable of leading complex, full lifecycle implementations across various industries while ensuring alignment with business goals and enhancing customer engagement through innovative, integrated solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
SAP S4 Hana Customer Management – Sr Functional Consultant
CAMS Project, Dept of Revenue, State Florida
09.2025 - Current
- Led the transition of legacy SAP CRM 7.0 environments to S/4HANA Customer Management (CM), utilizing SAP Activate methodology to ensure a streamlined "Brownfield" conversion.
- Spearheaded the design of core "Lead-to-Cash" processes within S/4HANA, optimizing Sales, Service, and Interaction Center modules for a unified user experience.
- Managed complex data migration workstreams using SAP S/4HANA Migration Cockpit (LTMC) and Migration Object Modeler (MOM) to transition Business Partners, and Transactional History.
- Orchestrated phase-out of traditional CRM Middleware for simplified S/4HANA architecture, enhancing system footprint and integration efficiency.
- Conducted workshops to map legacy CRM functionalities to S/4HANA capabilities, identifying and documenting necessary custom enhancements (RICEFW) for alignment.
- Configured and validated the Business Partner approach (CVI - Customer Vendor Integration) to ensure seamless synchronization across Finance and Customer Management modules.
- Defined and deployed embedded CRM Web UI Customer Management to continue the legacy look and feel as per client requirement.
- Collaborated with FI-CA (Finance) teams to ensure tight integration of service contracts, billing.
- Acted as primary functional liaison between business owners and technical ABAP teams, translating complex requirements into effective S/4HANA solutions.
SAP Project Manager
Grocery Outlet
Emeryville
09.2024 - 07.2025
- Oversee implementation of SAP S/4HANA modules to ensure alignment with specified business requirements.
- Develop a comprehensive project plan, including timelines, resource allocation, milestones, and risk assessment.
- Lead cross-functional teams, including functional consultants, developers, and business users.
- Identify potential risks and develop mitigation strategies.
- Coordinate go-live activities, ensuring a smooth transition to the new system.
- Develop and execute a change management plan to help end-users adapt to the new S/4HANA system.
- Regularly update stakeholders on project progress, risks, and changes.
- Facilitate communication between technical and non-technical teams.
- Define project scope, objectives, and deliverables in collaboration with stakeholders.
- Ensure the project complies with legal, regulatory, and organizational standards.
SAP BRIM – SOM Consultant
Lumen Technologies
Atlanta
02.2024 - 09.2024
- Implemented and configured SAP Subscription Order Management (SOM) to manage complex telecom subscription lifecycles including order capture, change, renewal, and termination processes.
- Integrated SAP SOM with SAP Convergent Charging (CC) to support rule-based usage rating, dynamic pricing models, and chargeable item processing for broadband, voice, and data services.
- Configured SAP Convergent Invoicing (CI) for billable item processing, billing document creation, and invoicing integration with SAP FI-CA for revenue accounting and receivables.
- Ensured synchronization and accurate data flow across SOM, CC, CM, CI, and FI-CA, enabling efficient end-to-end subscription-to-cash operations.
- Analyzed business requirements and designed solutions to support bundled offerings, technical resources orchestration, and seamless integration with downstream billing systems.
- Collaborated with Convergent Mediation (CM) teams to validate raw usage data flow from network systems, ensuring accurate aggregation, transformation, and delivery to SAP CC and CI.
- Defined and maintained product catalogs, provider contracts, technical resource models, and orchestration frameworks specific to Lumen’s telecom architecture.
- Conducted SIT and UAT cycles across integrated BRIM components, supporting business teams in testing real-world subscription and billing scenarios to ensure successful implementation.
SAP CX Architect (SAP C4H Sales & Service V1 to V2 implementation)
Al Futtaim Group
Dubai
06.2022 - 09.2023
- Conducted business workshops to map B2B (Fleet) and B2C (Retail) automotive journeys into the V2 Microservices architecture, ensuring a clean-core approach for multi-brand dealership workflows.
- Configured Digital Selling Workspace and Guided Selling to automate Lead-to-Order cycle, enhancing efficiency in test-drive scheduling and high-velocity retail vehicle sales.
- Implemented Lead and Opportunity Management using the SAP CX AI Toolkit for predictive scoring, integrated with S/4HANA via SAP Integration Suite (CPI) for real-time quote-to-order synchronization.
- Deployed V2 Agent Desktop and Case Management to streamline B2B fleet maintenance and B2C service requests, employing Dynamic Forms for effective preventive maintenance checklists.
- Developed Side-by-Side extensions on SAP Business Technology Platform (BTP) for VIN-based tracking and automated service contract generation. Maintaining a "Clean Core" by avoiding legacy KUT/SDK limitations.
- Orchestrated real-time data synchronization between V2, DMS (Dealer Management Systems), and S/4HANA, managing complex payloads for vehicle master data and historical service records.
- Built Autoflows and complex approval logic within the V2 framework to manage high-value B2B warranty claims and internal dealer job cards.
- Configured V2 Business Roles and Restrictions, utilizing the new attribute-based access controls to manage brand-specific sales units and regional dealer permissions.
- Enabled Built-in Communication Intelligence and CTI Integration within the Service Cloud V2 Mashup framework for automated ticket routing and seamless B2C/B2B client communication.
- Led the migration of legacy vehicle and customer master data into the V2 NoSQL database structure, ensuring data integrity across corporate and individual segments.
- Executed SIT/UAT cycles with V2-specific test scenarios for service advisors and sales reps; delivered user training focused on Fluid UI and mobile-first experience.
SAP CX Business Analyst (SAP S/4 Service & SAP Contact Center)
Federal Tax Authority
Dubai
06.2021 - 05.2022
- Led the implementation of SAP S/4HANA Service capabilities as part of the broader SAP Tax and Revenue Management (TRM) industry solution for public sector case management and taxpayer services.
- Conducted detailed workshops with business and tax compliance teams to gather functional requirements specific to registration, audit, compliance, refund, and appeal case processing.
- Configured standard TRM-aligned service management features, including service requests, case types, interaction records, response time tracking, and SLA assignment for taxpayer interactions.
- Developed custom workflows for tax processes including audit case handling, compliance notices, refund verifications, and escalated service requests, enhancing operational efficiency.
- Integrated SAP S/4HANA Service with SAP Public Sector Collections and Disbursements (PSCD) for end-to-end support of tax-related correspondence, follow-ups, and status management.
- Replaced the legacy Genesys Contact Center by implementing SAP Contact Center (SAP CCtr/BCM) to manage taxpayer inquiries via voice, email, and chat, fully integrated with SAP S/4HANA Service.
- Enabled CTI integration for agents, providing real-time access to taxpayer master data, open tax obligations, case history, and correspondence on a unified service desktop, improving service delivery.
- Designed and implemented priority-based queue routing, skill-based agent assignment, and escalation logic tailored to regulatory service levels and response deadlines.
- Developed custom reports and dashboards for tracking service case volumes, aging reports, agent productivity, compliance KPIs, and SLA adherence.
- Coordinated System Integration Testing (SIT) and User Acceptance Testing (UAT) with functional teams, tax officers, and service managers to ensure solution alignment with TRM regulatory requirements.
SAP CX Architect (SAP C4C Sales)
Thakher Real Estate LLC
Riyadh
03.2021 - 06.2021
- Linked SAP C4C with backend ERP and property management systems for real-time unit availability and reservation, facilitating seamless sales operations.
- Configured standard SAP C4C Sales functionalities, including Lead Management, Opportunity Management, Activity Planning, and Quotation Processing tailored to the real estate life cycle.
- Enhanced Account and Contact Management with customized field extensions capturing real estate-specific data, improving lead qualification and customer engagement.
- Implemented custom object models for managing property inventory (residential units, commercial spaces), linking unit availability and attributes with sales pipeline processes.
- Designed custom quote templates to support pricing scenarios for leasing, ownership, payment plan options, and government-regulated pricing structures.
- Streamlined quote approval and unit reservation processes by developing workflow rules and approval mechanisms, ensuring timely document generation and contract validation.
- Managed territory alignment and routing rules for property advisors based on project locations, property types, and customer profiles.
- Provided Fiori-based custom tiles and KPI dashboards for sales managers to monitor project-wise performance, conversion rates, and unit movement.
- Conducted UAT, end-user training, and go-live support, ensuring high adoption among field sales agents and centralized teams.
- Integrated with third-party marketing tools and lead generation platforms (e.g., portals, social media) to capture and convert digital leads into SAP C4C.
SAP C4C Functional Lead (C4C Sales)
Ittihad International Investment LLC
Abu Dhabi
09.2020 - 02.2021
- Conducted end-to-end requirement gathering workshops with sales and business development teams across Construction and Healthcare domains to capture industry-specific sales process needs.
- Configured standard SAP C4C Sales functionalities including Lead Management, Opportunity Management, Quotation Processing, Sales Activity Tracking, and Territory Management.
- Configured Account and Contact Management for B2G (government contracts in construction) and B2H (hospital and clinic networks in healthcare) to streamline customer interactions.
- Developed custom quote templates and approval workflows for construction bidding and contract negotiations, accommodating project-based pricing and multi-tiered customer hierarchies.
- Integrated C4C with ERP (SAP S/4HANA/ECC) for synchronization of product catalogs, pricing conditions, customer master data, and real-time quotation conversion to sales orders.
- Designed custom Opportunity stages and dynamic routing rules to reflect long-cycle project bidding in construction and high-frequency deal closures in healthcare product distribution.
- Implemented custom fields and logic for tracking construction project specifications (e.g., site type, budget stage, contractor details) and healthcare-specific attributes (e.g., regulatory certifications, practitioner licensing).
- Set up Rules-Based Workflows for lead qualification and opportunity routing based on project size, industry vertical, or medical specialty.
- Integrated C4C with external CPQ tools (Configure Price Quote) and medical equipment catalogs for complex, configurable product quotations in healthcare.
- Delivered role-based dashboards and KPIs for Sales Directors, Account Managers, and Field Reps to monitor pipeline health, conversion rates, and activity targets.
SAP Sr Marketing Cloud Support consultant
Majid Al Futtaim
Dubai
06.2020 - 09.2020
- Resolved segmentation and campaign-related issues to enhance targeting effectiveness.
- Established campaign approval process to streamline project workflows.
- Created new user accounts and defined business roles and access restrictions for marketing areas.
- Collaborated with SAP team to troubleshoot software bugs.
Education
Master of Business Administration - Commerce And Business Administration in Marketing
Andhra University
Visakhapatnam, Andhra Pradesh09-2010
Skills
- SAP CRM & C4C (V1/V2) End-to-End Implementation
- SAP S/4HANA Sales & Customer Management (O2C, Service, BP)
- Greenfield & Brownfield S/4HANA Implementations
- SAP CX Solution Architect (Design & Blueprinting)
- Lead-to-Quote, Case Management & Omnichannel Engagement
- SAP CRM Utilities & BRIM (Meter-to-Cash, Subscription-to-Cash)
- SAP CX–S/4 Integration (PI/PO, APIs)
Certification
• SAP Certified Technology Associate – SAP Marketing Cloud (1802) Implementation, SAP
• SAP Certified Application Associate – SAP Service Cloud 1811, SAP
• SAP Certified Application Associate – SAP Sales Cloud 1911, SAP
• SAP Certified CRM Associate Consultant, SAP
• SAP Certified Application Associate – SAP Service Cloud 1811, SAP
• SAP Certified Application Associate – SAP Sales Cloud 1911, SAP
• SAP Certified CRM Associate Consultant, SAP
Timeline
SAP S4 Hana Customer Management – Sr Functional Consultant
CAMS Project, Dept of Revenue, State Florida
09.2025 - Current
SAP Project Manager
Grocery Outlet
09.2024 - 07.2025
SAP BRIM – SOM Consultant
Lumen Technologies
02.2024 - 09.2024
SAP CX Architect (SAP C4H Sales & Service V1 to V2 implementation)
Al Futtaim Group
06.2022 - 09.2023
SAP CX Business Analyst (SAP S/4 Service & SAP Contact Center)
Federal Tax Authority
06.2021 - 05.2022
SAP CX Architect (SAP C4C Sales)
Thakher Real Estate LLC
03.2021 - 06.2021
SAP C4C Functional Lead (C4C Sales)
Ittihad International Investment LLC
09.2020 - 02.2021
SAP Sr Marketing Cloud Support consultant
Majid Al Futtaim
06.2020 - 09.2020
Master of Business Administration - Commerce And Business Administration in Marketing
Andhra University