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.

You will 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.