This role is in Oracle’s Service Cloud group, part of the Cross-CX Center of Excellence (COE). As an acknowledged authority within Oracle, this product role requires a considerable breadth of knowledge and understanding of CX Service, industry best practices, and CX-related business processes or technology designs.

 The role involves analysis of the client data model, application and integration landscape to ensure Oracle Service Cloud deployments meet customer objectives. Successful candidates will develop and review deployments for our largest, most complex customers. This requires intellectual discipline, a problem-solving aptitude, deep technology experience, interpersonal skills, creativity, and independent judgment.

BASIC QUALIFICATIONS:

6+ years of experience in Fusion Service Cloud - Complex development, support, or consulting roles Work experience with Customer projects, Oracle Consulting, Support or Customer Success Hands-on experience with Oracle Service Cloud products (B2C Service, Fusion Service, or Field Service) as a developer, customer, consultant, or partner Good understanding of technical working - Groovy, VBS, VBCS, Integration, etc. Develop a trusted relationship with key stakeholders. Reconcile multiple viewpoints to establish a clear and deliverable map to successful deployments Ability to publish and/or contribute to the creation and sharing of best practices, white papers, training, webinars, and workshops. 15% of employee time will be allocated to these tasks Ability to deliver compelling presentations and reports to internal executives focused on examining multiple alternatives and making clear recommendations Experience with enterprise architectures, integration models, and technologies BS degree or equivalent. Advanced degree(s) highly desirable

 

PREFERRED QUALIFICATIONS: 

Strong, independent thinker with the ability to build credible relationships within Oracle and customer environments Experience with complex implementations of Service Cloud and/or Field Service Cloud Advanced ability to manage customer escalations (internally and externally) and negotiate a resolution Genuine passion, interest, willingness, and ability to adjust to continuously changing priorities and needs.

Career Level - IC3