Solution Architect – Customer Care

Solution Architect – Customer Care

Title: Solution Architect – Customer Care

Location: Kharadi, Pune, India

Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living.

We are seeking a highly skilled Solution Architect – Customer Care to lead the design and implementation of scalable, integrated solutions that enhance customer service and order management across global contact centers. This role demands deep expertise in SAP CPI, Salesforce CRM, EDI, ESKER, and API-based integrations, with a strong emphasis on improving customer experience through seamless system connectivity and process automation.

What will you be doing?

Solution Architecture & Design:

• 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.

Contact Center Enablement:

• 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.

Integration & Middleware Management:

• 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.

Collaboration & Governance:

• 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.

What will you need to be successful?

• 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.

Preferred Certifications:

• Salesforce Certified Service Cloud Consultant or Application Architect
• SAP Certified Integration Associate – SAP Cloud Platform Integration
• TOGAF or equivalent enterprise architecture certification

General Competencies

• 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.

You Unlimited.

We believe in crafting the greatest good for society. Our strongest investments are in our people and the patients we serve.

Inclusion + Belonging: - Committed to Welcoming, Celebrating, and Thriving. Learn more about our Employee Inclusion Groups on our website (https://www.smith-nephew.com/).

Other reasons why you will love it here!

• 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.

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Experience Level

Senior Level