AKELLA N.
Senior SAP Customer Experience Architect
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English
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About
Nagagopalakrishna A. is an accomplished SAP CX Architect with over 16 years of experience masterminding large-scale enterprise solutions. Specializing in SAP S/4HANA and SAP Customer Experience, he excels in SAP C4C across Sales, Service, Marketing, and Contact Center, as well as SAP BRIM for subscription management. His notable achievements include leading end-to-end implementations and integrations in the Manufacturing, Retail, Automotive, Utilities, and Healthcare industries. Nagagopalakrishna has effectively managed projects across APAC, Europe, the Middle East, and North America, driving digital transformation and optimizing processes for enhanced customer experiences. His technical prowess in SAP S/4HANA Sales and Customer Management ensures that businesses achieve seamless order-to-cash processes, while his leadership in transitioning complex legacy systems to modern architectures brings agility and reduced integration complexity. His global project management expertise and dedication to delivering customer-centric solutions underline his role as a pivotal contributor to enterprise success.
Experience
Sr Functional Consultant
Dept of Revenue, State Florida · 2025 — PresentLed the transition from legacy SAP CRM 7.0 to S/4HANA Customer Management, utilizing SAP Activate for a streamlined Brownfield conversion. Managed data migration streams with SAP S/4HANA Migration Cockpit and Migration Object Modeler for Business Partners and Transactional History. Orchestrated the phase-out of traditional CRM Middleware to enhance system agility. Conducted workshops for mapping legacy functionalities to S/4HANA standards and documented custom enhancements for identified gaps. Designed core Lead-to-Cash processes, optimizing Sales, Service, and Interaction Center modules. Configured and validated the Business Partner approach for synchronization between Finance and Customer Management. Deployed embedded CRM Web UI Customer Management to meet client requirements and collaborated with FI-CA teams for service contract and billing integration. Acted as liaison between business owners and technical ABAP teams for translating requirements into S/4HANA solutions.SAP Project Manager
Grocery Outlet · 2024 — 2025Defined the project's scope, objectives, and deliverables in collaboration with stakeholders. Developed a comprehensive project plan detailing timelines, resources, milestones, and risk assessments. Identified and recruited essential team members, including consultants and analysts, for effective project execution. Facilitated communication between technical and non-technical teams to ensure alignment. Oversaw the implementation of SAP S/4HANA modules, ensuring adherence to business requirements. Conducted quality checks and testing to meet business needs, while developing and executing a change management plan for end-user adaptation. Coordinated go-live activities for a smooth transition to the new system, ensuring compliance with legal and organizational standards.SAP BRIM – SOM Consultant
Lumen Technologies · 2024 — 2024Implemented and configured SAP Subscription Order Management (SOM) to manage telecommunication subscription lifecycles encompassing order capture, change, renewal, and termination. Integrated SAP SOM with SAP Convergent Charging (CC) to facilitate rule-based usage rating and support dynamic pricing models. Configured SAP Convergent Invoicing (CI) for billing document creation and integration with SAP FI-CA for revenue accounting. Ensured data synchronization across SOM, CC, CM, CI, and FI-CA, enabling seamless subscription-to-cash operations. Analyzed business requirements, designing solutions for bundled offerings and integration with billing systems. Collaborated with Convergent Mediation teams to validate usage data flow from network systems and supported testing cycles across integrated BRIM components, troubleshooting complex issues to improve system reliability.SAP CX Architect
Al Futtaim Group · 2022 — 2023Conducted business workshops to map B2B and B2C automotive journeys into the V2 Microservices architecture. Configured the Digital Selling Workspace to automate the Lead-to-Order cycle, implementing specialized V2 flows for test-drive scheduling. Integrated Lead and Opportunity Management with SAP CX AI Toolkit to enable predictive scoring and synchronized integration with S/4HANA via SAP Integration Suite. Deployed V2 Agent Desktop and Case Management to streamline maintenance and service requests through Dynamic Forms. Developed extensions on SAP Business Technology Platform for tracking and automated service contract generation while ensuring a Clean Core approach. Managed real-time data synchronization between V2, DMS, and S/4HANA, and led data migration to the V2 NoSQL database for data integrity.SAP CX Business Analyst
Federal Tax Authority · 2021 — 2022Led the implementation of SAP S/4HANA Service capabilities for tax case management and taxpayer services. Conducted workshops with tax compliance teams to gather functional requirements for various tax processes. Developed custom workflows for enhancing audit case handling and correspondence management, while integrating SAP S/4HANA Service with SAP Public Sector Collections and Disbursements. Implemented SAP Contact Center for managing taxpayer inquiries through various channels, including voice, email, and chat. Configured IVR flows and agent scripting to support service agents, while designing priority-based queue routing. Coordinated System Integration Testing and User Acceptance Testing with functional teams to ensure alignment with regulatory requirements. Delivered user training and support for a smooth transition from the legacy contact center.SAP CX Architect
Thakher Real Estate LLC · 2021 — 2021Conducted workshops with sales and marketing teams to gather requirements for managing real estate leads and customer engagement. Configured SAP C4C Sales functionalities including Lead Management and Quotation Processing for the real estate life cycle. Enabled Account and Contact Management with customized field extensions for capturing real estate-specific data. Designed and linked custom object models for property inventory management, including pricing scenarios for leasing and ownership options. Integrated SAP C4C with backend ERP systems to ensure real-time availability, building workflow rules for approvals and reservations.SAP C4C Functional Lead
Ittihad International Investment LLC · 2020 — 2021Gathered requirements from sales teams across Construction and Healthcare domains for C4C Sales functionalities. Configured standard processes including Lead and Opportunity Management and Sales Activity Tracking. Developed custom quote templates and workflows for construction bidding and healthcare product distribution. Integrated C4C with ERP for synchronization of customer master data and sales orders. Managed tracking specifications for construction projects and healthcare attributes, implementing Rules-Based Workflows for lead qualification.SAP Sr Marketing Cloud Support Consultant
Majid Al Futtaim · 2020 — 2020Collaborated with SAP to identify and resolve software bugs, enhancing system reliability. Addressed segmentation and campaign-related issues, optimized campaign effectiveness, and established a campaign approval process.SAP Hybris Marketing Sr Consultant
Dubai Government Dept. · 2018 — 2020Managed customer engagement during the project lifecycle from scoping to post-go-live support. Configured integration between SAP Service Cloud and SAP S/4HANA, improving operational workflows. Performed functional analysis to tailor SAP Service Cloud solutions to client requirements while ensuring regulatory compliance across utility industry best practices.SAP CRM Business Analyst
Super Retail Group · 2017 — 2018Delivered daily CRM production support, monitoring queues and resolving loyalty program issues. Addressed access and functionality deficiencies and resolved marketing attribute failures while creating new marketing campaign templates.SAP C4C Project Lead
Arcelor Mittal International · 2016 — 2017Gathered requirements and implemented the Sales Module to facilitate lead creation and opportunity conversion within approval workflows. Managed offshore technical teams and monitored project progress, ensuring alignment and communication throughout.SAP Hybris C4C Onsite Co-Ordinator
Nespresso · 2014 — 2016Managed SAP Cloud, including B2B and B2C functional ticket solutions for user and product management. Created user accounts, maintained workflows, and monitored web services for communication and service categories.SAP CRM Lead
Nestle · 2013 — 2014Led a team in resolution of incidents and service requests while coordinating offshore and onsite activities for project alignment. Executed change requests and monitored post-go-live issues, ensuring transition specifications were met.SAP CRM Project Leader
Wipro · 2012 — 2013Monitored queues and order processing while handling ticket statuses and prioritizing solutions with team members. Managed initial and request loads for efficient data processing.SAP CRM Associate Consultant
BASF India Limited · 2009 — 2012Performed data processing for customer and material masters, monitoring queues to ensure data flow efficiency. Analyzed and troubleshot issues, resolving sales order incidents and enhancing functionality through enhancements and testing.
Skills & Expertise
Education
- MBA: Marketing ManagementAndhra University · 2007 — Present