Oracle Cloud CX Service/Field Service Consultant Lead

Your Role and Responsibilities

You will help clients design and implement a unified data foundation for their Marketing, Sales, and Service departments, enabling improved business processes and better management of customer interactions.

• Assess the client's current infrastructure, identify areas for improvement, and implement Oracle Cloud CX solutions to streamline operations and enhance customer experiences.
• Lead Oracle CX Service and Field Service implementations across business units, ensuring alignment with customer experience strategies, operational goals, and service-level objectives.
• Design, configure, and deploy Oracle Service Cloud and Oracle Field Service (OFS) solutions, including service requests, work orders, scheduling, routing, and mobile workforce enablement.
• 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: Experience with customizing Oracle Cloud CX solutions to meet specific client requirements, enhancing customer experiences through tailored implementations.
• Advanced Data Foundation Design: Experience in designing complex unified data foundations, integrating multiple systems and data sources to enable seamless business processes and customer interactions.
• Cross-Functional Process Analysis: Experience analyzing business processes across Marketing, Sales, and Service departments, identifying areas for improvement and implementing changes to enhance overall efficiency.