An Oracle CX Service Consultant specializes in implementing and optimizing Oracle Fusion Service (part of Oracle Cloud CX) to enhance after-sales, field service, and customer support. They design solutions spanning Digital Customer Service, Knowledge Management, Field Service, and Subscription Management to ensure exceptional customer interactions.
Core Responsibilities
- Requirement Gathering & Design: Conduct workshops to map business needs into Oracle Cloud architecture, producing process flows and Business Requirements Documents (BRDs).
- System Configuration: Set up the Service module, including Service Requests (SR), SLAs, Entitlements, and Knowledge Base management.
- Integration & Extensions: Link CX applications with back-office ERPs, CRM systems, and external tools using integration frameworks like Oracle Integration Cloud (OIC).
- Testing & Deployment: Lead Conference Room Pilot (CRP) sessions, facilitate User Acceptance Testing (UAT), and manage go-live transitions.
- User Interface Optimization: Build modern, intuitive agent and customer interfaces—frequently leveraging Oracle Redwood UI and VB Studio.
Key Skills Required
- Experience: 5+ years
- Functional Expertise: Deep knowledge of the Oracle CX Service, Field Service, and Service Contracts modules.
- Technical Knowledge: Understanding of Application Development Frameworks (ADF), JavaScript, and REST APIs for integrations.
- Business Analytics: Ability to set up proactive, AI-driven service engagements and conversational UIs.
- Process Alignment: Understanding of Field Workforce Management, dispatch routing, and contract renewal lifecycles.
- Must be willing to travel onsite ( Dubai, Egypt)
Pay: From ₹600,000.00 per year
Benefits:
- Flexible schedule
- Health insurance
- Provident Fund
Application Question(s):
- What is your total experience in CX Service module?
- This would be an onsite role, if shortlisted. Are you willing to travel abroad? (Dubai, Egypt, etc)
- What is your Notice period?
- What is your current CTC?
Work Location: In person
