Overhead door global capability center | oracle service cloud developer
1 week ago
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 Responsibilities
Provide subject matter expertise with the Oracle Service CX or Oracle Field Service Cloud application environment
Understanding of key contact and solution center models to best customer experience
Understanding of the various customer channels to interact with contact center, such as phone support, click to chat, video chat, email
Understanding of Field Service business process from quoting, scheduling, dispatching, debrief, preventative maintenance and invoicing
Configure and/or setup Oracle Service CX or Field Service Cloud to support business requirements
Document / develop detail business requirements through interviewing business team members and/or workshops
Provide end user support for questions, issues, and requests.
Support development team members with subject matter expertise from business area responsible
Support unit and business testing by documenting test cases / business scenarios and execute/facilitate testing to validate solutions
Work cooperatively and collaboratively with other team members
Skills/Experience Requirements
5+ years’ experience in implementing and supporting Oracle Service CX or Field Service Cloud
Experienced 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 judgment
Highly organized, process oriented and strategic mindset
Good interpersonal communication skills (verbal and written) to support a team environment
Education Requirements
Bachelor’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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