Description

You will lead the configuration, development, and customization of the Oracle Service Cloud platform to optimize customer experience and operational efficiency.

Responsibilities

• Own the end-to-end solution architecture, technical features, and user stories for OSvC implementations.
• Develop custom add-ins and platform extensions leveraging Oracle APIs.
• Integrate OSvC with eCommerce platforms, specifically managing all facets of order management.
• Perform application administration including user profile management, permissions, data rules, and feature activation.
• Conduct root cause analysis and troubleshooting of technical issues down to the kernel level.
• Create custom reports and dashboards to analyze agent and system performance.

Required Skills

• 8+ years of hands-on OSvC custom development experience.
• Deep expertise with Oracle APIs.
• Proven experience integrating OSvC into eCommerce platforms and order management systems.
• Experience integrating OSvC with Cloud telephony platforms, preferably Genesys Cloud.
• Ability to lead the identification, design, testing, and documentation of business requirements.
• Experience working with and leading offshore teams across different time zones.
• Strong ability to communicate technical solutions to stakeholders at all levels.
• Experience writing and reviewing technical system documentation.

Key Skills

Education

Any Graduate