SAP C4 V2 Functional Lead

Founded in 2007, DTI (Diversified Technology, Inc.) is a successful African American owned IT Consulting/Staffing firm based in Chicago's Loop.

We focus on providing delivery, staffing, and supported services such as enterprise integration/implementations including, but not limited to, CRM, EAM, ERP, PMO, and QA. We service clients in SLED (state/local gov't & education), financial services, fortune, public utility, as well as regularly partnering with Big 4 SI partners.

SAP C4 V2 Functional Lead – Utilities Contact Center

Our client, a large regulated public utility, is seeking an experienced SAP C4 V2 Functional Lead with deep Utilities Contact Center experience to support a major Customer Information System (CIS) transformation.

This is a senior, hands-on functional leadership role responsible for leading the customer service solution workstream across detailed design, solution build, testing, deployment, go-live, and post-production support. The ideal candidate will combine strong SAP C4 V2 and SAP C4 V1 knowledge with direct experience delivering customer service and contact center solutions in a regulated utility environment.

The successful candidate must be comfortable operating as both a strategic functional lead and a hands-on delivery leader—working directly with client stakeholders, guiding delivery teams, resolving functional and integration issues, and maintaining accountability for successful end-to-end execution.

• Lead the SAP C4 for Utilities customer service and contact center workstream as part of a large-scale CIS transformation.
• Serve as the primary functional lead for customer service solution design, build, testing, deployment, and post-go-live support.
• Work directly with utility business stakeholders and client leadership to understand operational requirements and translate signed-off requirements into detailed functional designs and executable solutions.
• Lead detailed solution design sessions, workshops, and requirements validation activities.
• Provide hands-on leadership throughout the solution build process, ensuring configuration and development align with approved requirements and overall solution architecture.
• Lead functional testing activities, including test planning, scenario development, defect resolution, regression testing, and business validation.
• Coordinate and oversee integration between SAP C4 and NICE CXone
  , ensuring effective end-to-end contact center functionality.
• Manage dependencies and functional touchpoints across SAP C4, the broader CIS ecosystem, contact center technologies, and downstream systems.
• Lead deployment readiness activities, cutover planning, go-live execution, stabilization, and post-production support.
• Identify functional risks, design gaps, integration issues, and delivery challenges early and drive them through resolution.
• Provide clear status reporting and recommendations to client stakeholders and program leadership.
• Manage client relationships effectively, setting expectations, facilitating decisions, and maintaining alignment throughout the engagement.
• Lead delivery teams with a hands-on management style, providing direction while remaining actively involved in solution details and issue resolution.
• Ensure the customer service solution supports the operational, customer experience, and regulatory requirements of a large public utility.

• Approximately 10–12+ years of relevant experience, with emphasis placed on the depth, quality, and relevance of experience rather than years alone.
• Strong background delivering technology solutions within regulated electric, gas, water, or multi-service utility environments.
• Deep understanding of utility customer service and contact center operations.
• Hands-on functional knowledge of SAP C4 V2.
• Strong knowledge of SAP C4 V1 and the differences or evolution between versions.
• Demonstrated experience delivering SAP C4 for Utilities…