CX Service COE - Senior Technical Specialist

Job Description

This role is in Oracle’s Service Cloud group, part of the Cross-CX Center of Excellence (COE). As an acknowledged authority within Oracle, this product role requires a considerable breadth of knowledge and understanding of CX Service, industry best practices, and CX-related business processes or technology designs.The role involves analysis of the client data model, application and integration landscape to ensure Oracle Service Cloud deployments meet customer objectives. Successful candidates will develop and review deployments for our largest, most complex customers. This requires intellectual discipline, a problem-solving aptitude, deep technology experience, interpersonal skills, creativity, and independent judgment.BASIC QUALIFICATIONS:

• 2-6 years of overall experience with at-least 1 year experience in Service or Field Service Cloud complex product development, support, or consulting roles
• Work experience with Customer projects, Oracle Consulting, Support or Customer Success
• Hands-on experience with Oracle Service Cloud products (Field Service, Fusion Service or B2C Service) as a developer, customer, consultant, or partner
• Develop a trusted relationship with key stakeholders.
• Reconcile multiple viewpoints to establish a clear and deliverable map to successful deployments Ability to publish and/or contribute to the creation and sharing of best practices, white papers, training, webinars, and workshops. 15% of employee time will be allocated to these tasks
• Ability to deliver compelling presentations and reports to internal executives focused on examining multiple alternatives and making clear recommendations
• Experience with enterprise architectures, integration models, and technologies
• BS degree or equivalent. Advanced degree(s) highly desirable
  
  
  

PREFERRED QUALIFICATIONS:

• Strong, independent thinker with the ability to build credible relationships within Oracle and customer environments
• Experience with complex implementations of Field Service Cloud and/or Service Cloud
• Advanced ability to manage customer escalations (internally and externally) and negotiate a resolution. Genuine passion, interest, willingness, and ability to adjust to continuously changing priorities and needs.
  
  
  

Career Level - IC3

Responsibilities

RESPONSIBILITIES

• Work closely with strategic customers in meeting business objectives and drive significant business value into their organizations through broad adoption of our products, create high affinity references
• Develop and deploy highly leveraged, scalable best practices to ensure the success of our customers and their implementers.
• Duties and tasks are varied and complex, needing independent judgment. Fully competent in own area of expertise. May have project lead role and or supervise lower level personnel.
• As a member of the product development division, you will analyse and integrate external customer specifications. Suggest and justify product directions and specifications. Specify, design and implement moderate changes to existing software architecture. Build new products and development tools. Build and execute unit tests and unit test plans. Review integration and regression test plans created by QA. Communicate with QA and porting engineering to discuss major changes to functionality.
• Work Collaboratively with different stakeholders within Oracle and be the voice of the customer within engineering team
  
  
  

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.