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Jobs · Engineering · California

Senior Technical Manager-Enterprise Apps

Birlasoft · Ontario, CA · 4 days ago
EngineeringFull-time

Position Summary

Looking for a senior Oracle CX Solution Architect to lead the design and implementation of a modern, integrated customer service and field service platform leveraging Oracle Service Cloud and Oracle Field Service Cloud. The architect will drive business process transformation, solution architecture, integration strategy, and enterprise adoption while ensuring seamless connectivity with other ERPs like Oracle Fusion Cloud, JDE and other enterprise applications.

Experience

  • 15+ years of overall Oracle CRM/CX consulting experience
  • 8+ years of Oracle CX Cloud experience
  • 5+ years of Oracle Field Service (OFS) Cloud experience
  • At least 3 end-to-end Oracle CX Cloud implementations as Solution Architect
  • Experience leading large-scale service transformation programs across multiple business units and geographies

CX Innovation & AI

  • Drive adoption of Oracle AI capabilities
  • Recommend automation opportunities using:
  • - Intelligent Routing
  • - Predictive Scheduling
  • - Service Recommendations
  • - Knowledge Management
  • - Digital Assistants
  • - Agentic Service Operations

Required Functional Expertise

  • Oracle CX Capability Experience Required:
  • - Customer Service Management: Expert
  • - Case Management: Expert
  • - Contact Center Transformation: Expert
  • - Oracle Service Cloud: Expert
  • - Oracle Field Service Cloud: Expert
  • - Work Order Management: Expert
  • - Scheduling & Dispatch: Expert
  • - Customer Experience Transformation: Expert
  • - Knowledge Management: Advanced
  • - AI-enabled Service Operations: Advanced
  • - Customer Self-Service: Advanced
  • - Mobile Service Delivery: Advanced

Required Certifications

  • Oracle Field Service Cloud Implementation Professional
  • Oracle Fusion Service Certification

Ideal Candidate Profile

A seasoned Oracle CX Transformation Architect with strong expertise across Oracle Service Cloud, Oracle Field Service Cloud, customer service operations, field workforce optimization, enterprise integrations, and executive stakeholder management. The individual should be capable of leading any CX-enterprise service transformation journey and defining a scalable Oracle CX roadmap aligned with future business growth.

Key Responsibilities

  • Oracle CX Solution Ownership:
  • - Lead overall Oracle CX solution strategy and architecture
  • - Define future-state Customer Service and Field Service operating model
  • - Conduct executive workshops and CX transformation assessments
  • - Align business processes with Oracle CX capabilities and industry best practices
  • Service Transformation:
  • - Design end-to-end processes covering:
  • - Customer Service
  • - Case Management
  • - Service Request Management
  • - Work Order Management
  • - Dispatch & Scheduling
  • - Field Execution
  • - Technician Mobility
  • - Customer Communications
  • - Billing Handover
  • Oracle Field Service Architecture:
  • - Design and implement:
  • - Routing & Scheduling Optimization
  • - Capacity Management
  • - Resource Management
  • - Predictive ETA
  • - Work Zones
  • - Skills-Based Dispatch
  • - Crew Management
  • - Mobility Solutions
  • - SLA Compliance Monitoring
  • Enterprise Integration Architecture:
  • - Ability to drive functional integration design between:
  • - Oracle CX Cloud
  • - Oracle Field Service Cloud
  • - Oracle Integration Cloud (OIC)
  • - Mobile Platforms

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