Description :

Job Summary :

We are looking for an experienced Oracle CX professional specializing in Service Cloud. The candidate will be responsible for implementing, configuring, and supporting Oracle Service Cloud solutions to enhance customer support operations, case management, and service delivery.

Key Responsibilities :

- Lead implementation and support of Oracle Service Cloud solutions

- Gather and analyze business requirements related to customer service and support processes

- Configure and manage:

- Case management and service request workflows

- Knowledge base and content management

- Service-level agreements (SLAs) and escalation rules

- Queues, assignment rules, and routing

- Customize and optimize:

- Agent desktop/workspace

- Customer portals (B2C Service)

- Chat, email, and omnichannel support

- Integrate Service Cloud with:

- Oracle CX Sales

- ERP systems (Financials, Order Management)

- Third-party applications

- Configure digital channels:

- Web self-service portals

- Chatbots and live chat

- Email and social media integrations

- Work on integrations using REST/SOAP APIs and Oracle Integration Cloud (OIC)

- Perform data migration, system testing (SIT/UAT), and deployments

- Troubleshoot production issues and provide ongoing support

- Prepare and maintain:

- Functional design documents (FDD)

- Configuration and solution design documents

- Training materials and user guides

- Train business users and support adoption of new features

- Drive process improvements and automation initiatives

Required Skills & Experience:

- 710 years of experience in Oracle CX / Service Cloud / Customer Service solutions

- Strong hands-on experience with:

- Oracle Service Cloud (B2C Service / Fusion Service)

- Case management and service workflows

- Experience in 2+ end-to-end implementations

- Knowledge of:

- Customer support processes and ticketing systems

- SLA management and escalation handling

- Experience with:

- REST/SOAP APIs and integrations

- Omnichannel service (chat, email, voice)

- Strong analytical, troubleshooting, and problem-solving skills

- Ability to collaborate with business and technical teams

Preferred Qualifications :

Experience with :

- Oracle CX Cloud (Sales, Marketing, Field Service)

- Oracle Digital Assistant (chatbots)

- Oracle Integration Cloud (OIC)

Exposure to :

- Knowledge management systems

- Customer experience (CX) transformation projects

- Basic SQL or reporting knowledge

- Oracle certifications (nice to have)