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Profile
  • •SAP CX and Utilities Industry Consultant with 6 years of experience leading and contributing to a diverse range of implementation, development, and support projects utilizing SAP CRM, SAP C4C, and Sales and Service Cloud (Version 2).
  • •Proficient in SAP Customer Data Cloud, SAP Emarsys, SAP Commerce Cloud, SAP Field Service Management, and SAP CX AI Toolkit, delivering integrated solutions across multiple platforms.
  • •6x SAP Certified in key areas, including SAP Service Cloud, SAP Cloud Application Studio, Sales Cloud (Version 2), SAP Service Cloud (Version 2), SAP ISU, and SAP CPI.
  • •Extensive expertise across various industries, with in-depth knowledge of business processes in Marketing, Sales, Services, and Utilities.
  • •Proactive team player with strong interpersonal and communication skills, adept at collaborating with cross-functional teams.
  • •Expert in system integration, leveraging SAP CPI, SAP CRM Middleware, OData, SOAP, and REST-based services to ensure seamless connectivity.
  • •Skilled in client relationship management, delivering presentations, conducting system demos, and creating documentation, training materials, and providing ongoing support.
  • •Experienced in conducting interviews, building CX capabilities, preparing internal systems, and contributing to project planning and execution.
  • •Recognized with multiple awards and over 20+ professional recommendations for outstanding contributions and leadership.
Professional Experience
Jan 2025 – present

Cognizant

Senior Associate ( SAP CX and Utilities )
Gurugram, India
May 2024 – Jan 2025

Nagarro

Staff Engineer ( SAP CX Practice Lead )
Chandigarh, India
Jan 2022 – May 2024

Utegration, A Cognizant Company

Senior Consultant ( SAP CX and Utilities )
Banglore, India
Nov 2018 – Jan 2022

Birlasoft ( formerly KPIT Technologies )

Senior Consultant ( SAP CRM / C4C )
Noida, India
Education
2014 – 2018

B.Tech(CSE)

Maharishi Markandeshwar (Deemed to be University)

Grade - A

Ambala, India
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Skills
SAP CX Products — SAP Cloud for Customers (C4C)/ SAP Sales Cloud / SAP Service Cloud  SAP Customer Relationship management (CRM)  SAP Service cloud Version 2 / Sales Cloud Version 2  SAP Customer Data Cloud (CDC)  SAP Emarsys  SAP Commerce Cloud   SAP FSM
Programming — Advanced Business Script Language(ABSL)  Business Object Definition Language(BODL)  Core Advanced Business Application Programming (ABAP)  Bol/Genil Programming  Java/Object Oriented Programming  C/C++  Javascript  HTML  Ruby Script
Utilities Industry — SAP S/4 HANA ISU  SAP Service Cloud for Utilities  SAP S/4 HANA Utilities for Customer Enagement
Productivity Tools — MS Office Suite  Jira  QMetry
Designing — Adobe livecycle designer  SAP Cloud application studio/UI Designer
Integration — Cloud Platform Integration (CPI )  CRM Middleware  Rest APIs  Soap APIs  Odata Services
Major Projects
Jan 2025 – present

Salt River Project

The Salt River Project (SRP) encompasses two separate entities: the Salt River Project Agricultural Improvement and Power District, an agency of the state of Arizona that serves as an electrical utility for the Phoenix metropolitan area, and the Salt River Valley Water Users' Association, a utility cooperative serves as the primary water provider for much of central Arizona. It is one of the primary public utility companies in Arizona.

May 2024 – Jan 2025

B2B

Nagarro offers a B2B solution to its business clients seeking to enhance their customer experience through SAP CX, leveraging advanced technologies to drive seamless, personalized interactions and greater customer satisfaction.

Role

SAP CX Lead

Responsibilities

  • •Configured and implemented in-app extensions in SAP Sales Cloud V2 and SAP Service Cloud V2 enhance system capabilities and meet business requirements.
  • •Worked on inbuild ML capabilities, Enabled AI functionalities in SAP Sales and Service Cloud V2 through the SAP CX AI toolkit, optimizing customer engagement and service automation.
  • •Managed integration efforts between SAP Commerce Cloud, SAP S/4HANA Cloud, and SAP Field Service Management, ensuring seamless data flow and process automation across systems.
  • •Configured case channels to streamline case management processes, improving customer service efficiency.
  • •Led integration initiatives with Microsoft Teams, Outlook, and LinkedIn Sales Navigator, enhancing communication, collaboration, and sales processes within SAP environments.
  • •Led pre-sales activities, including delivering product demos, effort estimation, testing, and preparing storylines to support sales initiatives and customer engagement.
  • •Worked on extensibility, Mashups, email templates, Autoflows, SLAs, data migration, analytical stories, and playbooks.
  • •Worked on lead to cash process covering Guided selling , Digital selling workspace, Pipeline manager.
    • Mar 2023 – May 2024

    Baton Rouge Water

    The Baton Rouge Water Works Company provides water utility services in US. The Company offers water storage, waste water treatment, and distribution services for private and public sectors.

    Role

    SAP C4C Techno-functional and Utilities Consultant

    Responsibilities-

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  • •Collaborated with business stakeholders to understand business processes, gather requirements, and facilitate knowledge transfer sessions.
  • •Led design, development, and implementation efforts, ensuring code quality through rigorous code reviews, comprehensive documentation (both functional and technical), and thorough testing.
  • •ntegrated SAP Cloud for Customer (C4C) with SAP S/4HANA and Invoice Cloud to enable seamless data exchange and process automation.
  • •Developed and maintained SOAP, REST API, and OData services to support system integrations and external communications.
  • •Configured and implemented BRF+ Alerts to automate business rules and improve system responsiveness.
  • •Participated in data preparation, data migration, and system configurations in both C4C and S/4HANA, ensuring smooth integration and data consistency.
  • • Led the implementation of processes related to Move-In/Move-Out/Transfer, Utilities Financials, Utilities Collections, and Service Orders within the Water Division to streamline service delivery.
  • • Worked extensively with SAP Cloud Application Studio, customizing and enhancing Business Objects such as Customer, UtilitiesActionBO, UtilitiesBusinessAgreement, UtilitiesPremise, and UtilitiesExtensibility.
    • Jan 2022 – Feb 2023

    Summit Utilities

    Summit Utilities, Inc. owns natural gas distribution and transmission subsidiaries that operate in Arkansas, Colorado, Maine, Missouri, Oklahoma, and Texas.

    Role

    SAP C4C Techno-functional and Utilities Consultant

    Responsibilities

  • •Collaborated with business teams to understand business processes, gather requirements, and facilitate knowledge transfer sessions.
  • •Worked extensively on OData, web services, and resolved integration issues between C4C and S/4HANA.
  • •Participated in fine-tuning activities, scoping, production cutover, system adaptations, configurations, and UI scripting to optimize the solution.
  • •Led the implementation of SDK solutions on the C4C side, ensuring customized functionality and enhancements.
  • •Implemented RFCs, master data templates, and BADIs in the S/4HANA system to enhance integration and streamline business processes.
  • •Conducted technical and functional testing, documented results, and managed ITC defects to ensure smooth system performance and issue resolution.
  • •Supported data load activities and provided ongoing Application Maintenance and Support (AMS) to ensure system stability.
  • •Worked on designing and configuring data sources, KPIs, reports, and dashboards to provide actionable insights for business decision-making.
    • Jul 2020 – Jun 2021

    NCS ( SingTel Group )

    NCS is a multinational information technology and communications engineering company headquartered in Singapore.

    Role

  • •SAP CRM Techno-functional Consultant

    • Responsibilities

  • •Worked on custom enhancements for creating new Work Centre and Advanced Search views to edit and create Personnel Area Mapping that is in sync with ISU.
  • •Worked directly with the end users of Ministry of Home Affairs (MHA), Singapore Government.
  • •Driven multiple Change Requests from Requirement Gathering, Planning, Estimation, CR approvals to Go Live phase.
  • •Estimation and Development of creating Email Records and further service requests using PI services.
  • •Estimation and Development of Migration Reports for legacy data.
  • •Worked on multiple BADIs, Action profiles, SLA set ups, BSP components with respect to service profile.
  • •Preparation of Checklists, Control Sheets, Incident Tracker to track the failed scenarios in UAT.
  • •Data Preparation and SIT Testing for UAT.
  • •Setting up org structure and categorization schema.
  • •Involved in client training and creation of training material and user manuals.
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    Aug 2019 – Jun 2020

    Indraprastha Gas Limited ( IGL )

    Indraprastha Gas limited is one of the biggest CNG / PNG provider in India for domestic , industrial and commercial users and CNG Vehicles .

    Role

    SAP CRM Techno-functional Consultant

    Responsibilities

  • •Creation of multiple reports to update master and transactional data in bulk.
  • •Worked as only CRM Technical support at client side location.
  • •worked on creation accounts, leads from various channels, mail forms and SMS.
  • •Worked on WEB UI Buttons and events, Fields extensions using AET.
  • •Custom WEB UI development to prevent duplicate accounts creation in the system.
  • •Worked on Search and Result views for additional fields in the standard search of Service Request.
  • •Worked on Custom Assignment blocks in BP’s and Service Requests.
  • •Worked with BAPI, RFCs, Status Profile, CRM Events, Action Profiles, Date Profiles, Background Jobs.
  • •Involved in understanding the various business processes of the organization.
    • SAP Certifications
    Recent Awards

    The Brightest Mind - August 2024 - Nagarro

    Excellence Award - Nagarro

    Interests
    Playing Chess
    Puzzle Solving
    Listen to Music
    Gyming
    Photography
    Fintech
    Languages
    English
    Hindi
    Declaration
    I hereby declare that the details and information given above are complete and true to the best of my knowledge.

    Gagan Gulati

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