Hands-on experience with :

- Accounts, Contacts, Activities, Incidents/Service Requests

- Knowledge Management

- Omnichannel (Email, Web, Chat, ODA)

- Adaptive Search

- Workspace Configuration

- Import/Export Management

- BPM Workflows

- Metadata Manager

- Email Notifications

- Strong understanding of Customer Service business processes.

- Extensibility and customization using Application Composer, Visual Builder Studio and groovy scripting

- Expertise in Redwood Service, Redwood CX Mobile, and Redwood Outlook Plugin.

- Experience with Oracle Digital Customer Service (DCS), VBCS, and Groovy scripting.

- Knowledge of REST APIs, JSON, SQL, and Oracle CX integrations.

- Experience developing OTBI and BI Publisher reports and dashboards.

Key Responsibilities :

- Configure and customize Oracle Fusion Service Cloud, including Accounts, Contacts, Service Requests, Activities, SLA/Milestones, Queue Assignment Rules, Knowledge Management, Adaptive Search, Workspaces, BPM Workflows, and Custom Objects.

- Develop and maintain Redwood Service, Redwood CX Mobile, and Redwood Outlook Plugin solutions.

- Design and build Digital Customer Service (DCS) solutions using VBCS.

- Create and manage custom objects, fields, page layouts, business rules, email notifications, and metadata configurations.

- Develop Groovy scripts for validations, automation, and business process enhancements.

- Support data migration activities using Import/Export Management.

- Collaborate with integration teams by providing API payloads, supporting REST-based integrations, and assisting with data mappings.

- Develop and maintain OTBI, BI Publisher reports, dashboards, and scheduled reports.

- Participate in SIT, UAT, production deployments, issue resolution, and root cause analysis.

- Prepare technical and functional documentation, including solution designs, configuration documents, process flows, and data mapping specifications.