Senior Developer - CX- Oracle Service Cloud

Job Description

Engage with clients and utilize best practices to address business needs:

• Serve as the Senior Developer for OSvC
• Responsible for technical features and stories
• Analyze the impacts of work being performed and recommend solution improvements
• Facilitate and lead work groups or demos
• Work productively with a wide range of people
• Prepare, write, and review system documentation
• Continually assess, document, and analyze client gains in efficiency and effectiveness and recommend best practices
• Provide decision support and have ownership of customer information analysis, ad hoc reporting and business success measurements
• Analyze agent and system efficiency to identify performance gaps
• Create custom reports and dashboards as needed
• Update mobile applications for both iOS and Android utilizing Oracle Mobile Application Framework (Oracle MAF)
• Perform application administration functions such as user profile management, permissions, data rules, configuration changes, and activation of new features.

Qualifications For Success

• 10+ years of OSvC Developer experience including Oracle APIs, Agent Desktop, Workspaces & Workflows, CPM, Agent Scripting, Knowledge Management, Rules, UI customization, Analytics, Custom Objects, ROQL
• Experience defining and completing add-ins and custom developments leveraging the OSvC framework (.net/JavaScript)
• Experience Solutioning in Oracle Service Cloud architecture layers- specifically OIA, OSVC, and UI/UX layers (Widget Framework)
• Knowledge of Oracle Policy Automation (Intelligent Automation), Oracle Knowledge Advanced, Social Relationship Management and Oracle Mobile service cloud and Chat Bot
• Extensive experience integrating OSvC into COTS platforms and Cloud telephony platforms between voice systems, digital channels, and CRM - such as Genesys, IVR technologies, SMS channel, and CTI toolbar options
• Lead the identification, development, and documentation of business requirements/processes, solution design, delivery, testing and training
• Perform root cause analysis and troubleshooting of technical issues
• Experience working across the business and communicating with stakeholders of all levels
• Solutioning end-end implementations involving multiple systems
• Leverage integration with SOAP/REST APIs in the context of Oracle Service Cloud (RightNow CX)
• Experience handling complex UI customization, complex integrations and data migration
• Knowledge of integrations with other systems using middleware
• Experience with Oracle Mobile Application Framework (Oracle MAF) is a plus
• End to End implementation of at least 3 projects would be a plus
• Oracle Service Cloud-certified is a plus.