Overhead Door Global Capability Center | Oracle Service Cloud Developer | bangalore

2 weeks ago

Bengaluru, India Overhead Door Global Capability Center Full time
Position Function:The CX Analyst will work as a member of Overhead Door’s Enterprise Application Team. This team is responsible for implementing, supporting, and enhancing the contact center cloud applications and field service applications to meet business requirements.

Essential Duties and ResponsibilitiesProvide subject matter expertise with the Oracle Service CX or Oracle Field Service Cloud application environmentUnderstanding of key contact and solution center models to best customer experienceUnderstanding of the various customer channels to interact with contact center, such as phone support, click to chat, video chat, emailUnderstanding of Field Service business process from quoting, scheduling, dispatching, debrief, preventative maintenance and invoicingConfigure and/or setup Oracle Service CX or Field Service Cloud to support business requirementsDocument / develop detail business requirements through interviewing business team members and/or workshopsProvide end user support for questions, issues, and requests.Support development team members with subject matter expertise from business area responsibleSupport unit and business testing by documenting test cases / business scenarios and execute/facilitate testing to validate solutionsWork cooperatively and collaboratively with other team members

Skills/Experience Requirements5+ years’ experience in implementing and supporting Oracle Service CX or Field Service CloudExperienced with contact center operations or field service operations.Ability to provide technical guidance or business process expertise on complex projects and enhancements.Problem solving and troubleshooting skills with the ability to exercise mature judgmentHighly organized, process oriented and strategic mindsetGood interpersonal communication skills (verbal and written) to support a team environment

Education RequirementsBachelor’s degree or higher in information technology, computer science, systems engineering or equivalent degree

Special Requirements :Communications –

Excellent written and oral English communication skills, a good listener with a team player attitude, problem solving, negotiation, issue management, and mediation skills.

Overall –

Ability to work in fast-paced environment while being self-motivated, pleasantly aggressive, assertive, realistically ambitious with high personal ethics. Develop a professional relationship with co-workers and end-users with a positive influence. Have the discipline to follow established methodology while seeking ways to improve the process.

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