Rakesh Kumar Singh

SAP C4C Functional Consultant with 7 years of experience in SAP C4C, specializing in Sales and Service modules. Expert in end-to-end implementation and integration. Recently worked in Accenture Business Solutions Private Limited as Packaged App Development Team Lead with total 18 years' experience, of which 13 years in IT, 7 years in SAP C4C (Sales & Service) V1 and V2 version as a team lead, and 6 years in SAP CRM as functional consultant.

Previously worked in IBM India Private Limited, Eagleburgmann KE Pvt Ltd and Tata Consultancy Services Pvt Ltd. Have around 5 years' domain experience in Sales & Marketing as Assistant Marketing Manager in the sales industry. Extensively involved in three SAP C4C implementations projects V1, V2, three support and enhancement projects, and role played as team lead of SAP C4C Sales & Service functional Consultant.

SAP C4C Sales & Service V1 as Lead Consultant - Accenture

(2025-07 - 2026-02)

Enhancement & Support project for Lipton at Accenture. Configured approval process for pricing, created new incident category and cause category for enquiry, created new Email channel and team in SAP C4C service cloud for trade MDM Americas, created new field in claim process, set up approval process for specific cause categories for Canada and America only.

• Configure approval process for pricing MDM-3711TEC
• Create new incident category and cause category for enquiry
• Create new Email channel and team in SAP C4C service cloud for trade MDM Americas
• Create a new filed in claim process
• Created new cause category for Master data in service cloud
• Set up the approval process for specific cause categories for Canada and America only
• Resolving the incident within SLA on daily basis as facing issue by the customer raising the tickets
• Contact handling and converting in to lead
• Configuration setup according to the new requirements
• Understanding of integration scenarios with SAP S/4HANA or other backend systems
• Handling changes requests or emergency transports as needed on high priority issues
• Prepare Business Requirement Documents (BRD) and functional specifications
• Stay updated with the latest SAP technologies, trends, and best practices, CX solution roadmaps

SAP C4C Service V2 as Lead Consultant - Accenture

(2024-10 - 2025-06)

Implementation project for GFMS at Accenture. GFMS is a leader in industrial flow solutions with a rich history since 1802, headquartered in Switzerland, employing around 13,300 professionals across 46 countries.

Responsibilities included redefining case status in SC V2, preparing functional documentation, configuring Equipment Mashup, redefining source list, configuring business roles, preparing BRD and functional specifications, leading UAT, and performing various customizations and testing activities.

• Redefine case status in SC V2. Done configuration and implementation
• My Rconnect prepared functional documentation for connection
• Configuration and implementation done for Equipment Mashup for registered production SC V2
• Redefine the source list for service cloud V2
• Prospect configuration done in service cloud V2
• Business role (Service Engineer) configured and setup in service cloud V2
• Prepare Business Requirement Documents (BRD) and functional specifications
• Prepared functional configuration and testing documentation
• Maintain US links and correction in all the documentation tracker as by stream
• Lead UAT (User Acceptance Testing) and ensure quality assurance of the configured
• Successfully completed the smoke testing of work order, email, and phone call for service case
• Assisted to team members when required in email channel feedback configuration
• Steps complex customizations using BTP Extension Suite in SAP C4C V2
• Functional testing and migration testing documents preparation done after new configuration
• Configure and customize in SAP Service Cloud V2 based on business needs (e.g., business roles, workflow rules, service levels, ticket & case management, etc.)

SAP C4C Sales and Service Functional Consultant - IBM

(2023-09 - 2024-05)

Support project for Electrolux at IBM. Worked self-directed and independently in support change, incident and catalog management while maintaining SLA. Performed detailed analysis of complex business process requirements, designed and configured SAP C4C, worked in UAT with business users, prepared functional designs and test cases, handled key figure reporting and dashboards, and presented quarterly new release upgrades to the business.

• Work self-directed and independently in support change, incident and catalog management and maintaining SLA
• Perform detailed analysis of complex business process requirements and provide appropriate system solutions, identify, interpret, validate, and document customer requirements
• Map client business requirements, processes, and objectives, develops necessary product modifications to satisfy clients' needs
• Design document, customize, configure and testing in SAP C4C
• Working in UAT with business users for taking approval for change requests
• Identify gaps, issue and provide the work around solutions to business users
• Handling changes requests or emergency transports as needed on high priority issues
• Prepared document functional designs, test cases and results
• Worked on Key figure, Reporting and dashboards Mash up services
• Act as a liaison between the business functions and the technical team
• Handling the issue on outlook and excel add in SAP C4C
• Every quarter presenting the new release upgrade in SAP C4C feature and update to the business