Title:  SAP CRM Developer & Operations Engineer

Job Summary

We are looking for SAP CRM Developer & Operations Engineer(5-8 years exp) who combines strong hands-on development expertise with a sharp production operations mindset. In this role you will:
•    Design, develop, modify, debug, and evaluate complex SAP CRM solutions across functional areas
•    Own end-to-end delivery of development initiatives — from requirements and technical design through coding, testing, and deployment
•    Analyze existing programs; formulate logic for new systems; prepare flowcharts, technical specs, and obtain documentation approvals
•    Develop conversion strategies, system implementation plans, and cutover runbooks
•    Concurrently support and operate business-critical SAP CRM production systems — managing incidents, maintaining SLAs, and driving high customer satisfaction
•    Recommend and drive improvements in development standards, operational practices, and system architecture
•    Train users in system conversion, implementation, and adoption of new capabilities
•    Actively contribute to AI/ML enablement within SAP CRM — including LLM integrations, MCP server development, AIOps
•    Operate with a high degree of autonomy on complex, unstructured problems — serving as a proactive subject matter expert bridging development and operations

Job Requirements

• SAP CRM Development:

  • 5+ years of hands-on ABAP and ABAP on HANA development experience
  • Deep functional knowledge of SAP CRM — Case Management, RMA/Service Orders
  • Strong ABAP on HANA skills: CDS Views, AMDP, code push-down approach; HANA data modeling (Calculation Views, HANA procedures) is a plus
  • Experience in SAP PI/PO
  • SAP Gateway / OData service development experience

  Integration & Middleware:

  • Proven experience integrating SAP CRM with enterprise platforms including Identity Management, BI & Analytics and third-party systems
  • Hands-on experience with RFC/BAPI, IDoc, SOAP/REST Web Services
  • Experience with SAP PO (Process Orchestrator) for interface development, monitoring, and error reprocessing is a plus

  Production Operations & Ticket Management:

  • Proven experience supporting business-critical production SAP CRM systems with focus on SLA adherence and customer satisfaction
  • Ability to own and resolve tickets across all priority levels (P1–P4) — break-fix, data issues, integration failures, and performance problems
  • Experience conducting Root Cause Analysis (RCA) and delivering permanent fixes
  • Proactively monitors system health — batch jobs, interface queues, workflows, and HANA performance
  • Contributes to change management — raising, reviewing, and executing production changes following CAB approvals

  AI / ML Integration:

  • Hands-on experience integrating LLM APIs
  • Experience building MCP (Model Context Protocol) servers exposing SAP CRM entities — Cases, RMAs, Customer data — as AI-consumable tools and resources
  • Experience with AIOps techniques — intelligent ticket triage, incident pattern recognition, and LLM-assisted root cause analysis
  • Applies Responsible AI practices: PII masking, hallucination guardrails, and AI interaction audit logging

  Soft Skills & Ways of Working:

  • Works collaboratively across programmer/analysts, functional consultants, architects, and cross-functional peers
  • Tackles unstructured, complex problems independently — applies new perspectives and creative approaches
  • Demonstrates sound judgment: identifies issues in advance and proposes scalable, permanent solutions
  • Proactive subject matter expert

Education

Bachelor's/Masters degree with 5–8 years of relevant SAP CRM experience