Job Description

Oracle Customer Success Services

As a key member of Oracle Customer Success Services, we will join an international network of experts dedicated to driving customer success through innovation and expertise. Our One Oracle approach ensures we will be part of a team delivering comprehensive, end-to-end services and solutions that accelerate the entire customer journey. Work alongside certified and experienced professionals, gaining exposure to cutting-edge technologies and methodologies, and enhancing your skills and credentials. Engage with a diverse range of customers, managing the full lifecycle of delivery and services, and ensuring each project has a tangible impact. Benefit from robust team support in a collaborative environment that prioritizes teamwork and mutual success. Join us in Oracle Customer Success Services and elevate your career with a company that values innovation, expertise, and customer-centric solutions.

Key Responsibilities

Engage business partners to gather requirements and translate functional needs into technical specifications for CX (Marketing Cloud, Field Service Cloud, CPQ, Fusion Sales/Service Cloud) Cloud solutions. Lead the design and delivery of scalable, high-impact CX implementations across financial management, power planning, Telecom and consolidation domains. Plan, develop, and execute marketing campaigns across multiple channels including SMS, in-app messaging, push notifications, email marketing, SFTP, API integrations, RPL, AMS. Utilize the Oracle Marketing Cloud platform to create personalized and targeted email campaigns that maximize customer engagement and conversions. Collaborate with cross-functional teams including marketing strategists, designers, developers, and data analysts to ensure seamless integration of marketing campaigns across different channels. Monitor campaign performance metrics such as open rates, click-through rates, conversion rates, and ROI to optimize campaign effectiveness. Conduct A/B testing and perform data analysis to uncover insights that inform campaign optimization strategies. Stay up to date with industry trends and best practices in email marketing automation, customer segmentation, personalization strategies, and other relevant areas. Provide guidance and support to internal teams on best practices for utilizing the Oracle Marketing Cloud platform.

Qualifications & Skills

Mandatory:

Bachelor's degree (BE, BTech, MCA). Minimum 5 years' experience with Oracle CX Cloud products (Marketing Cloud, Field Service Cloud, CPQ, Fusion Sales/Service Cloud). Deep Implementation/Support experience of CX processes and solution areas. Proficiency with JavaScript, jQuery, KnockoutJS, NodeJS, HTML, CSS, Webpage Design, Python, VBCS, Redwood. Strong analytical and problem-solving skills. Ability to thrive in a fast-paced, dynamic environment with minimal supervision.

Good-to-Have:

Excellent communication and project management skills, including stakeholder and team facilitation. Experience with Service Requests (SRs), Request for Change (RFCs), and My Oracle Support. Familiarity with OAC-Essbase, Essbase 19c, and Essbase 21c platforms.

Self-Assessment Questions

Can I confidently translate complex business and functional requirements into technical Oracle CX specifications and solutions? Do I have hands-on experience implementing and supporting Oracle CX Cloud products. Am I skilled in developing custom integrations and automations using CX Data Integration, CX Fusion Integration Agent, Groovy Business Rules, and scripting languages like Batch, Python, or PowerShell? Have I successfully supported diverse CX processes. Am I able to work independently, solve complex challenges, and adapt quickly in a fast-moving, service-oriented environment?

1. Incident Management

Troubleshoot and resolve application issues:

Address user tickets, triage issues, and provide solutions for both functional and technical problems.

Prioritize and escalate:

Identify business-critical issues that require urgent attention or Oracle escalation.

2. End-User Support & Enablement

Respond to user queries:

Answer "how to" questions, guide on navigation, and help interpret application results and configurations.

Conduct training and knowledge sharing:

Provide onboarding, refresher, and update training to business users.

3. Configuration & Administration

Assist with configuration:

Help maintain SaaS configurations (workflows, business rules, roles, approvals, reports, data security, etc.), often in production and preview environments.

Support minor changes and regression tests

during quarterly updates.

4. Service Request (SR) Management

Log and manage Service Requests (SRs) with Oracle:

Draft clear, detailed tickets for Oracle Support and manage lifecycle through resolution.

Monitor patch and bug progress

and keep business updated.

5. Release & Patch Readiness

Analyze and communicate impact of quarterly updates:

Review "What's New" documents, pretest updates in sandboxes, and advise the business of changes or risks.

Regressions/UAT testing:

Coordinate or perform user acceptance and regression testing after updates.

6. Integration & Data Flow Support

Monitor and support integrations:

Troubleshoot issues with inbound/outbound integrations, APIs, file flows, and OIC/OFS.

Coordinate with IT or integration partners as needed.

8. Documentation & Knowledge Base

Maintain up-to-date support documentation:

Update FAQs, quick guides, and process manuals for evolving system and business processes.

9. Customer Experience

Advocate for user satisfaction:

Act as the voice of the user when working with Oracle or internal IT, collect feedback, and recommend enhancements when recurring pain points are identified.

10. Compliance & Best Practice

Ensure data privacy and compliance:

Follow all Oracle and customer organization data handling and privacy requirements.
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Promote SaaS best practices

(e.g., configure > extend > customize) and minimize system customizations.