Senior CX Sales and Service cloud Consultant

DescriptionShort description displayed on job tileOracle Customer Success Services As 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.Job description displayed in the job postingKey ResponsibilitiesEngage business partners to gather requirements and translate functional needs into technical specifications for CX (Fusion Sales Cloud, DCS, and Partner Relationship Management) Cloud solutions.Excellent techno-functional knowledge and hands-on experience with Oracle Customer Data Management (CDM)Implement CDM rules for deduplication and data qualityTroubleshoot the reported issues and provide corrective actionsExperience in Partner Relationship Management and Incentive compensation is an added advantageQualifications & SkillsMandatory:Bachelor's degree (BE, BTech, MCA).Minimum 5 years' experience with Oracle CX Cloud products (Fusion Sales/Service Cloud, Partner Relationship Management, Incentive Compensation and CPQ). Deep Implementation/Support experience of Customer Data Management (CDM)Proficient in utilizing REST and SOAP APIsStrong analytical and problem-solving skills.Ability to thrive in a fast-paced, dynamic environment with minimal supervision.Good-to-Have:Knowledge of other Oracle CX Modules (Sales, Service, CPQ and Eloqua)Redwood migrationExcellent communication and project management skills, including stakeholder and team facilitation.Experience with Service Requests (SRs), Request for Change (RFCs), and My Oracle Support.Self-Assessment QuestionsDo I have hands-on experience implementing and supporting in Sales Cloud. 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 Fusion Am I able to work independently, solve complex challenges, and adapt quickly in a fast-moving, service-oriented environment?Responsibilities displayed in the job posting1. 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.Qualifications displayed in the job postingCareer Level - IC4Email of Internal ContactQualificationsCareer Level - IC3