Fusion Cloud CX Services

Oracle Customer Success ServicesAs a key member of Oracle Customer Success Services, we will join an international network of experts dedicated to driving customer success through innovation and expertise. Our One Oracle approach ensures we will be part of a team delivering comprehensive, end-to-end services and solutions that accelerate the entire customer journey. Work alongside certified and experienced professionals, gaining exposure to cutting-edge technologies and methodologies, and enhancing your skills and credentials. Engage with a diverse range of customers, managing the full lifecycle of delivery and services, and ensuring each project has a tangible impact. Benefit from robust team support in a collaborative environment that prioritizes teamwork and mutual success. Join us in Oracle Customer Success Services and elevate your career with a company that values innovation, expertise, and customer-centric solutions.Key ResponsibilitiesEngage business partners to gather requirements and translate functional needs into technical specifications for CX (Marketing Cloud, Field Service Cloud, CPQ, Fusion Sales/Service Cloud) Cloud solutions.Lead the design and delivery of scalable, high-impact CX implementations across financial management, power planning, Telecom and consolidation domains.Strong Oracle Field Service Cloud and Oracle Fusion Sales/Serves Cloud knowledge and concepts.Implementation/Support experience on Oracle Field Service Cloud, Oracle Fusion Sales/Serves Cloud modules/Features Instance setup, Capacity, Collaboration, Core Manage, Customer Communication, Forecasting, Mobility, Routing, Smart Location and event subscription, Customer Portal.Implementation/Support experience on Oracle Field Service Cloud, Oracle Fusion Sales/Serves Cloud like mobile plugin framework, Customer Portal, integration with other application, Java Script, jQuery, Node JS, Gulp js, HTML, CSS, Webpage Design, Redwood, AI.Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using Oracle Field Service Cloud and Oracle Fusion Sales/Serves Cloud.Technically good Skills in JavaScript, VBCS, jQuery, KnockoutJS, NodeJS, HTML, CSS, Webpage Design, python, Postman.Ability to relate the product functionality to business processes, and thus offer implementation advices to customers on how to meet their various business scenarios using Oracle Field Service Cloud and Oracle Fusion Sales/Serves Cloud.Qualifications & SkillsMandatory:Bachelor's degree (BE, BTech, MCA).Minimum 5 years' experience with Oracle CX Cloud products (Marketing Cloud, Field Service Cloud, CPQ, Fusion Sales/Service Cloud).Deep Implementation/Support experience of CX processes and solution areas.Proficiency with mobile plugin framework, Customer Portal, integration with other application , Java Script, jQuery, Node JS, Gulp js, HTML, CSS, Webpage Design, Redwood, AI, VBCS.Strong analytical and problem-solving skills.Ability to thrive in a fast-paced, dynamic environment with minimal supervision.Good-to-Have:Excellent communication and project management skills, including stakeholder and team facilitation.Experience with Service Requests (SRs), Request for Change (RFCs), and My Oracle Support.Familiarity with OAC-Essbase, Essbase 19c, and Essbase 21c platforms.Self-Assessment QuestionsCan I confidently translate complex business and functional requirements into technical Oracle Field Service Cloud and Oracle Fusion Sales/Serves Cloud specifications and solutions?Do I have hands-on experience implementing and supporting Oracle Field Service Cloud and Oracle Fusion Sales/Serves Cloud products.Am I skilled in developing custom integrations and automations using CX Data Integration, CX Fusion Integration Agent, Groovy Business Rules, and scripting languages like Batch, Python, or PowerShell?Have I successfully supported diverse Oracle Field Service Cloud and Oracle Fusion Sales/Serves Cloud processes.Am I able to work independently, solve complex challenges, and adapt quickly in a fast-moving, service-oriented environment?1. Incident ManagementTroubleshoot and resolve application issues: Address user tickets, triage issues, and provide solutions for both functional and technical problems.Prioritize and escalate: Identify business-critical issues that require urgent attention or Oracle escalation.2. End-User Support & EnablementRespond to user queries: Answer "how to" questions, guide on navigation, and help interpret application results and configurations.Conduct training and knowledge sharing: Provide onboarding, refresher, and update training to business users.3. Configuration & AdministrationAssist with configuration: Help maintain SaaS configurations (workflows, business rules, roles, approvals, reports, data security, etc.), often in production and preview environments.Support minor changes and regression tests during quarterly updates.4. Service Request (SR) ManagementLog and manage Service Requests (SRs) with Oracle: Draft clear, detailed tickets for Oracle Support and manage lifecycle through resolution.Monitor patch and bug progress and keep business updated.5. Release & Patch ReadinessAnalyze and communicate impact of quarterly updates: Review "What's New" documents, pretest updates in sandboxes, and advise the business of changes or risks.Regressions/UAT testing: Coordinate or perform user acceptance and regression testing after updates.6. Integration & Data Flow SupportMonitor and support integrations: Troubleshoot issues with inbound/outbound integrations, APIs, file flows, and OIC/OFS.Coordinate with IT or integration partners as needed.8. Documentation & Knowledge BaseMaintain up-to-date support documentation: Update FAQs, quick guides, and process manuals for evolving system and business processes.9. Customer ExperienceAdvocate for user satisfaction: Act as the voice of the user when working with Oracle or internal IT, collect feedback, and recommend enhancements when recurring pain points are identified.10. Compliance & Best PracticeEnsure data privacy and compliance: Follow all Oracle and customer organization data handling and privacy requirements.Promote SaaS best practices (e.g., configure > extend > customize) and minimize system customizations.