Abcam -CX - Service Cloud

1 week ago

India Zensar Technologies Full time

Key Responsibilities: Implementation & Configuration:

  • Lead end-to-end implementation of Oracle Service Cloud (Fusion Service).
  • Configure service request flows, knowledge management, digital customer service, and agent workspaces.
  • Set up service categories, queues, SLAs, and escalation rules.
  • Customize workflows using Visual Builder Studio and Groovy scripting.

Integration & Automation:

  • Integrate Service Cloud with other CX modules (Sales Cloud, CPQ) and ERP systems using Oracle Integration Cloud (OIC) .
  • Implement REST/SOAP APIs for real-time data exchange.
  • Automate service processes and reporting using BI Publisher and OTBI .

Client Engagement & Support:

  • Conduct workshops to gather business requirements and map service processes.
  • Provide functional documentation, training, and post-go-live support.
  • Collaborate with cross-functional teams to ensure seamless service delivery.

Testing & Quality Assurance:

  • Develop and execute test scenarios for functional validation.
  • Support UAT and resolve defects during implementation cycles.

Required Skills:

  • 4–6 years of experience in Oracle CX, with at least 2–3 years in Service Cloud.
  • Strong understanding of customer service operations and case management.
  • Hands-on experience with Fusion Service setup, workflows, and integrations.
  • Proficiency in Groovy scripting, Visual Builder Studio, and Oracle Integration Cloud.
  • Excellent communication and stakeholder management skills.

Preferred Qualifications:

  • Oracle CX Cloud Certification (Service Cloud).
  • Experience with Field Service Cloud, CPQ, or Subscription Management.
  • Bachelor's degree in IT, Business, or related field.
  • Familiarity with Agile/Scrum methodologies.

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