Principal I, Oracle CX Techno Functional Analyst

Overview

POSITION SUMMARY STATEMENT:  

The Principal Oracle CX Techno Functional analyst will lead the implementation, enhancement, and optimization of Oracle Fusion Service Cloud with a primary focus on managing and optimizing customer interactions across various channels using Oracle's CX Cloud applications and focus on Case Management life cycles and Self-Service Portals. 

The analyst will be responsible for the design, build and maintenance of high-performing and highly scalable CX applications with close integrations to other Oracle Fusion ERP modules and boundary systems on the Oracle cloud platforms. This position requires candidates with hands-on experience in CX module implementations and system administration. This role will coordinate heavily with business stakeholders, other cross-functional and technical teams, to ensure the solution roadmap is aligned with business goals and the product is built and delivered optimally.

 

DETAILED RESPONSIBILITIES/DUTIES:   

• Own the Service Cloud functionality lifecycle, ensuring best practices are followed in service design and delivery.
• Lead the design and implementation of highly scalable applications, primarily in Oracle CX Cloud applications (Service module), along with Oracle Cloud Infrastructure boundary system integrations, and CTI integrations.
• Drive the development and prioritization of the Service Cloud product roadmap in alignment with business goals and customer needs.
• Facilitate workshops and design sessions with key stakeholders to ensure proper understanding and alignment of requirements.
• Collaborate with architects, developers, and other analysts to create scalable, secure and resilient system designs and solutions.
• Focus on design leadership and evangelize new strategies for enhancing CX product utilization, process optimization, and delivering value to business. Going beyond the responsibilities of an individual contributor and taking accountability for the quality of solutions developed across the product & product integrations.
• High degree of system expertise in Oracle Fusion Service Cloud – case management cycles, building customer 360, designing self-service capabilities, AI studio experience, understanding Integrations needs, knowledge management via CX, and knowledge on technical aspects to coordinate with development teams in build activities and reviews. 
• Analyze and solve complex business problems with system solutions and implement effective and efficient solutions. Identify gaps and potential performance considerations in the software design development process. Be very dynamic in a fluid environment.
• Review and set design standards and collaborate with development teams through the development life cycle to identify bugs and gaps and ensure smooth solution deployments. 
• Act independently and as part of a team to translate business and functional requirements into well-engineered, tested, and deployed applications.
• Create functional documentation for business processes, requirements, work with QA in creating test suites, and with developers & architects in creating architectures, design patterns, troubleshooting guides, and best practices.
• Good understanding of Scaled Agile practices for managing project lifecycle activities, representing and leading the team through agile ceremonies.  
• Strong communicator with a knack for product vision, coordination, and leadership.

 

Qualifications:

• 10+ years of relevant experience in delivering highly scalable, highly secure, and efficient solutions on CRM platforms.
• Deep understanding of Service Module capabilities and functionalities like Case Management, Accounts, Contacts, Customer 360, Escalations, Notifications, Campaigns, Entitlements, Self-Service Portals, Service Requests, Categories, Analytics, and Knowledge Management.
• Demonstrated experience in product management and roadmap planning.
• Excellent business analysis, process mapping, and requirement-gathering skills.
• Strong stakeholder engagement, communication, and presentation abilities.
• Solid experience and high degree of proficiency in building CRM solution integrations like CTI, Knowledge, Chatbots, Custom Screens, and AI agents. 
• Experience using Agile/Scrum methodology, with tools like ADO for project delivery. 
• Exposure to building, deploying, and managing applications on Oracle Cloud Infrastructure.
• Experience with cloud databases, both SQL and NoSQL databases.  Knowledge of Oracle RDBMS and PL/SQL is a big plus. 
• Ability to prioritize and manage work, adhering to critical and aggressive project timelines in a fast-paced environment.

 

Certificates / Training:

 Required: Certifications demonstrating industry recognition for the area of expertise

 

Experience:

• 10+ years’ experience in applications design and solutions with deep functional expertise of CRM Service business flows and models.
• 5+ years of strong hands-on experience with Oracle Fusion Service Cloud.
• 2+ full-scale implementations of CRM solutions, with at least one full-scale implementation of Oracle Fusion Service cloud.

 

Education:

          Required

• Bachelor's in computer science or equivalent

          Preferred

• Advanced Degree in Computer Science or equivalent. 

 

 Preferred Qualifications:

• Experience working in global unified service delivery designs and solutions.
• Experience in functional aspects like field services & key account management.
• Experience designing AI solutions for service delivery & self-service.
• Certifications on the Oracle Fusion Service module.