Oracle CX Solution Architect

8+ years of Oracle CX Cloud experience.
5+ years of hands-on Oracle Field Service Cloud (OFSC) implementation experience.
Minimum 3 end-to-end Oracle CX Cloud implementations as a Solution Architect.
Experience leading large-scale CX transformation programs.
Experience integrating Oracle CX with Oracle Fusion Cloud, OIC, JDE, and enterprise applications.
Experience implementing Oracle Field Service with JDE is highly preferred.
 

Key Skills & Responsibilities

Architect and implement Oracle CX solutions using Oracle Service Cloud, Oracle Field Service Cloud (OFSC), Oracle Fusion Service, Oracle CPQ, Oracle Sales Cloud, Oracle Commerce, Oracle Order Management, Oracle Digital Assistant, and Knowledge Management.
Design and optimize end-to-end Customer Service, Case Management, Service Requests, Work Order Management, Dispatch & Scheduling, Technician Mobility, Customer Communications, and Billing Handover processes.
Configure and implement OFSC capabilities including Routing & Scheduling, Capacity & Resource Management, Predictive ETA, Work Zones, Skills-Based Dispatch, Crew Management, Mobility Solutions, and SLA Monitoring.
Lead enterprise integrations with Oracle Integration Cloud (OIC), Oracle Fusion Cloud, JD Edwards (JDE), APIs, and Mobile Platforms.
Drive Oracle AI and automation initiatives including Intelligent Routing, Predictive Scheduling, Digital Assistants, Knowledge Management, AI-enabled Service Operations, and Service Recommendations.
Conduct business workshops, define future-state CX architecture, align business processes with Oracle best practices, and provide executive-level solution leadership