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Smith+Nephew

Solution Architect, Customer Care

Wroclaw, POL
SAP Salesforce ERP API AWS Azure
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Description

Solution Architect - Customer Care (SAP, Salesforce, EDI, ERP)

Location: POL - Wroclaw

Time Type: Full time

Job Description

Life. Unlimited. At Smith+Nephew we design and manufacture technology that takes the limits off living.
Are you ready to architect the future of customer care? Join us in Wrocław and help shape integrated, scalable solutions that connect systems, streamline processes and elevate the customer experience across our global contact centres. If you’re passionate about designing seamless integrations and enabling smarter service delivery, this is your opportunity to make a real impact.

What will you be doing?

As a Solution Architect – Customer Care, you’ll be at the forefront of transforming how we serve our customers. You’ll design and implement end-to-end solutions that support Order to Cash (O2C) processes in a global contact centre environment. Your work will span the integration of Salesforce Service Cloud, SAP S/4HANA, SAP CPI, EDI platforms and ESKER, enabling real-time data exchange and automation through robust API strategies.
You’ll lead the development and support of interfaces using technologies such as IDOC, iFlows, RFC, Proxy, EDI, JDBC and BAPI. You’ll also ensure high availability and performance of contact centre applications, integrating CTI, IVR, chatbots and omnichannel platforms with CRM and ERP systems. Working closely with business analysts, developers and IT teams, you’ll provide architectural governance, troubleshoot integration issues and support post-go-live activities. Your role will be pivotal in simplifying our IT landscape and driving business value through technology adoption.

What will you need to be successful?

Success in this role means combining deep technical expertise with strategic thinking and strong collaboration. You’ll be a trusted partner across teams, driving innovation and delivering high-quality solutions that enhance customer experience.
  • A bachelor’s or master’s degree in Computer Science, Information Systems or a related field, with 10+ years of IT experience and at least 5 years in a Solution Architect role
  • Strong knowledge of SAP S/4HANA, SAP CPI, SAP PI/PO, Salesforce CRM (Service Cloud, Experience Cloud), EDI standards (X12, EDIFACT), ESKER, and integration technologies including REST/SOAP APIs and middleware platforms
  • Experience with contact centre technologies such as CTI, IVR, omnichannel platforms and Voice of Customer tools, with a clear understanding of customer service workflows and KPIs
  • Preferred certifications such as Salesforce Service Cloud Consultant, SAP Integration Associate or TOGAF, and familiarity with cloud platforms (AWS, Azure) and microservices architecture
You. Unlimited.
We believe in creating the greatest good for society. Our Strongest investments are in our people and patients we serve.
Inclusion & Belonging: Committed to Welcoming, Celebrating and Thriving on Inclusion and Belonging, Learn more about our Employee Inclusion Groups on our website
Your Future: Generous annual bonus, life insurance, Save As You Earn share options.
Work/Life Balance: Flexible Vacation and Time Off, Paid Holidays and Paid Volunteering Hours, so we can give back to our communities
Your Wellbeing: Private Health and Dental plans, multisport card/my benefit platform and much more.
Flexibility: Hybrid Working Model (For most professional roles).
Training: Hands-On, Team-Customised, Mentorship, subsidies for language classes, certifications and postgraduate studies

Stay connected by joining our Talent Community.

We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.  


Check us out on Glassdoor for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.

Explore our website and learn more about our mission, our team, and the opportunities we offer. 

Smith+Nephew
Smith+Nephew

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