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Tier-1 brand, mid-level metro role with broad, generalist AI+SAP skills attracts high competition.
Requires SAP SD, OTC and FMCG customer-care domain knowledge, making cross-industry transfer limited.
Explicit 5–7 years requirement plus mandatory SAP SD, AI delivery, and vendor experience makes screening strict.
Lead end-to-end delivery of AI-powered Customer Care solutions within Order to Cash (OTC), including design, build, deployment, and post-go-live support.
Drive pilot projects and scale AI innovations such as agentic AI, intelligent insights, automated case management, and human-in-the-loop workflows to improve service quality and reduce manual efforts.
Partner with business stakeholders and technical teams to translate Customer Care requirements into AI solution designs and manage vendor relationships for cloud and AI technologies.
Experience: Minimum 5-7 years in Sales & Distribution, Order to Cash processes with focus on Customer Care and case management.
Technical Skills: Proven experience designing or delivering AI/ML or Generative AI solutions, strong knowledge of SAP SD modules, OTC tools, AI orchestration frameworks (e.g., AWS Agent Core), and DevOps deployment methodologies.
Project Management: Understanding of Toll Gate Methodology and project lifecycle management including blueprint, build, testing, implementation, and user training.
Language: Advanced English proficiency (oral and written).
Deep functional expertise at level 5 in OTC and Customer Care process design and implementation at application level, especially in AI-driven automation.
Experience working with fast-moving consumer goods (FMCG) sector and familiarity with vendor/cloud partnerships, particularly with AI/cloud providers like AWS.
Strong ability to manage complex AI/technology projects end-to-end, including pilot to commercial rollouts, with focus on strategic AI integration and cost optimization.