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

2 weeks ago

bangalore, 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 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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