We are looking for an experienced Oracle Fusion Service Functional Consultant with expertise in Oracle Fusion CX Service Cloud and Redwood UX to lead and support end-to-end implementation, configuration, customization, and enhancement initiatives. The ideal candidate will have strong functional knowledge of Oracle Customer Experience (CX) Service Cloud, hands-on experience with Redwood user experience capabilities, and a proven track record of delivering successful Oracle CX Service implementations.

The candidate will work closely with business stakeholders, technical teams, and end users to understand business requirements, translate them into functional solutions, optimize customer service processes, and ensure seamless integration with other enterprise applications.

Key Roles and Responsibilities :

- Lead and support end-to-end Oracle Fusion CX Service Cloud implementation, configuration, and deployment activities.

- Gather, analyze, and document business requirements related to customer service operations and support processes.

- Configure Oracle Fusion Service applications to meet business requirements and organizational objectives.

- Design and implement functional solutions for customer service workflows, service requests, case management, and knowledge management.

- Participate in requirement workshops, solution design discussions, functional testing, user acceptance testing (UAT), and deployment activities.

- Ensure solutions align with Oracle best practices and standard product capabilities.

- Implement and configure Redwood UX capabilities within Oracle Fusion Service applications.

- Analyze existing user interfaces and recommend improvements to enhance usability, productivity, and the overall user experience.

- Support the adoption of Redwood-based pages and user experiences in accordance with business requirements and Oracle product capabilities.

- Collaborate with business users to validate page layouts, navigation, and user workflows.

- Troubleshoot functional issues related to Redwood UI configuration and ensure a consistent user experience.

- Configure and manage service request processes, case handling workflows, and customer service operations.

- Define service request categories, statuses, priorities, assignment rules, and resolution processes based on business needs.

- Support case lifecycle management, including case creation, assignment, tracking, escalation, resolution, and closure.

- Configure business rules and workflows to improve service efficiency and meet service-level expectations.

- Identify opportunities to streamline service processes and improve customer satisfaction.

- Configure and support Oracle Fusion Knowledge Management capabilities.

- Design knowledge article structures, categories, and content organization to improve information accessibility.

- Support knowledge article creation, review, publishing, and lifecycle management processes.

- Enable service agents to access relevant knowledge articles for faster issue resolution.

- Work with business stakeholders to improve knowledge usage and support consistency across service operations.

- Develop and maintain operational reports and dashboards using Oracle Transactional Business Intelligence (OTBI).

- Design and develop reports using BI Publisher to meet business reporting requirements.

- Analyze business reporting needs and translate them into appropriate data models, reports, and dashboards.

- Support service performance reporting, including service request volumes, resolution trends, case status, and operational metrics.

- Troubleshoot reporting issues and validate report accuracy against business requirements.

- Use Application Composer to configure supported objects, fields, relationships, layouts, and business logic.

- Use Page Composer where supported to configure page layouts and personalize user experiences.

- Implement functional extensions and UI configurations based on business requirements and Oracle-supported customization capabilities.

- Evaluate standard product functionality before recommending customizations.

- Ensure configurations follow Oracle guidelines and remain maintainable across application updates.

- Work with technical teams to define and support integrations between Oracle Fusion CX Service Cloud and external applications using Oracle Integration Cloud (OIC).

- Understand integration requirements, data flows, business events, and interface dependencies.

- Support functional mapping, integration testing, issue analysis, and end-to-end validation.

- Coordinate with integration developers to resolve data synchronization and interface-related issues.

- Ensure integrations support business processes and maintain data consistency across connected systems.

- Prepare and review functional specifications, configuration documents, test scenarios, and process flows.

- Conduct functional testing, support system integration testing (SIT), and coordinate UAT with business users.

- Identify, analyze, and resolve functional defects during implementation and post-go-live support.

- Support data validation, cutover planning, deployment readiness, and production stabilization.

- Provide end-user guidance, functional training, and knowledge transfer to support successful adoption.

- Work closely with business stakeholders, product owners, technical consultants, integration teams, and project managers.

- Facilitate requirement-gathering workshops and solution walkthroughs.

- Communicate functional solutions, project progress, risks, and dependencies clearly to technical and non-technical audiences.

- Manage stakeholder expectations and ensure timely resolution of functional concerns.

- Contribute to project planning, effort estimation, documentation, and continuous improvement initiatives.

Required Skills and Qualifications :

- Minimum 6+ years of experience in Oracle Fusion applications, with strong hands-on expertise in Oracle Fusion CX Service Cloud.

- Proven experience in at least 2 end-to-end Oracle CX Service implementations, including requirements gathering, solution design, configuration, testing, deployment, and post-go-live support.

- Strong functional knowledge of Oracle Fusion Service Cloud and Redwood UX.

- Hands-on experience with Service Requests, Case Management, and Knowledge Management.

- Working experience with OTBI and BI Publisher for reporting and analytics.

- Practical knowledge of Application Composer and Page Composer.

- Understanding of Oracle Integration Cloud (OIC) and its role in integrating Oracle Fusion applications with external systems.

- Experience preparing functional specifications, configuration documents, test cases, and process documentation.

- Strong analytical, problem-solving, and troubleshooting skills.

- Excellent stakeholder management, communication, presentation, and interpersonal skills.

- Ability to work independently and collaborate effectively with cross-functional teams.

- Experience with Oracle Fusion quarterly updates and regression testing.

- Familiarity with Oracle CX Service business processes, customer support operations, and service performance metrics.

- Experience supporting production environments, enhancements, and continuous improvement initiatives.

- Knowledge of integration concepts, REST APIs, and data mapping.

- Oracle Fusion CX or Oracle Fusion Service-related certifications would be an advantage.