Job Description

JOB SUMMARY:

We are seeking a talented and experienced Oracle CX Specialist with expertise in Oracle B2C Service Cloud (also called Oracle Right Now or ORN) and Oracle Intelligent Advisor (also alle Oracle Policy Automation or OPA), to join our team.

JOB RESPONSIBILITIES:

Interpret client's issues, analyze their CX architecture, identify solutions and deliver effective solutions in a timely manner. Able to manage the customer expectations and manage situations during the issue-resolution process with the customer. Analyze client systems and processes and identify additional opportunities by proposing systems improvements and technological upgrades that are beneficial to the client's business. Conduct formal workshops with the client to identify issues, gather requirements, displaying knowledge of the business environment in defining the customer's needs Viewed by customers as a trusted adviser. Coordinate with the product team (Oracle) to provide inputs for the future enhancement of the product. Good team player and have strong analytical skills. Self-motivated with a lot of energy and drive

JOB QUALIFICATIONS:

6-7 years of experience in functional & technical domains in Oracle Service Cloud/RightNow, OIA. Experience with web application development in the Service Cloud environment using PHP, MVC framework, HTML and CSS. Hands on experience with OSvC BUI release. Experience with Custom processes, Engagement Engine Rules, .Net Addins and Customer portal implementations. Experience with building integrations with Rest APIs. Write rules and troubleshoot rules in OIA's Oracle Policy Modelling (OPM) development tool. Possess familiarity with the OIA connector framework, styling extensions and OIA APIs. Enhance and support business systems through development, review and deployment of Java customisations for Oracle Intelligent Advisor (OIA) solutions. Ability to document technical solutions in detail. Demonstrate extensive knowledge of the Oracle solution, and keep abreast with the product roadmap. Good understanding of overall Oracle technology. The customers should be familiar with different industry segments, like: education, government departments, banking and finance institutions and other private enterprises. * Experience with Australian geography will be an advantage.