Oracle Cloud CX Service/Field Service Consultant Lead

Your Role and Responsibilities

• Help clients design and implement a unified data foundation for their Marketing, Sales, and Service departments.
• Audit the client's current infrastructure and identify areas for improvement.
• Implement Oracle Cloud CX solutions to streamline operations and enhance customer experiences.
• Lead Oracle CX Service and Field Service implementations across business units.
• Ensure alignment with customer experience strategies, operational goals, and service-level objectives.
• Design, configure, and deploy Oracle Service Cloud and Oracle Field Service (OFS) solutions.
• Collaborate with Customer Service, Field Operations, Dispatch, IT, and Integration teams to gather requirements and translate them into scalable Oracle CX Service solutions.
• Manage end-to-end service lifecycle processes, from case intake and triage to field execution, resolution, and customer follow-up.
• Configure intelligent scheduling, capacity planning, and routing rules within Oracle Field Service to optimize technician utilization and improve first-time fix rates.
• Integrate Oracle CX Service and Field Service with upstream and downstream systems such as Oracle Sales, ERP, Inventory, and third-party platforms to support seamless service operations.
• Develop dashboards and reports to track service KPIs such as response times, SLA compliance, technician productivity, and customer satisfaction.
• Provide functional and technical leadership throughout the project lifecycle, including solution design, configuration, testing, deployment, and post-go-live support.
• Mentor junior consultants and client stakeholders on Oracle CX Service and Field Service best practices.
• Ensure data integrity, system performance, and reliability through rigorous testing, validation, and troubleshooting.

Preferred Education and Technical and Professional Expertise

• Master's Degree Required
• 5+ years of experience with Oracle Cloud CX, with a strong focus on Oracle Service Cloud and/or Oracle Field Service implementations.
• Solid understanding of customer service operations, field service management, and workforce optimization concepts.
• Hands-on experience configuring service requests, work orders, activity types, routing plans, and mobile workforce solutions in Oracle Field Service.
• Experience integrating Oracle CX Service and OFS with CRM, ERP, inventory, or billing systems.
• Strong knowledge of Oracle CX architecture and data models.
• Experience with Oracle Redwood UI and familiarity with AI-assisted CX capabilities such as predictive routing and intelligent scheduling.
• Excellent communication and collaboration skills, with the ability to work across business and technical teams.
• Experience with Oracle Cloud CX Customization and Advanced Data Foundation Design.
• Experience in Cross-Functional Process Analysis.