Oracle CX Service Cloud Lead

Oracle Fusion Service Cloud - Solution Lead

JOB SUMMARY:

The Solutions Lead at Argano plays a critical role in designing and implementing technological solutions for our small to mid-size clients. This role requires a deep understanding of both technical and business aspects, as well as the ability to work closely with clients, technical teams, and other stakeholders. They have an expert understanding of coding languages. They are responsible for participating in creating solution diagrams, and interfacing with technical experts, and are key for ensuring end-to-end solutions for projects. They support the development of models that illustrate how a product/solution provides value to customers. They work on complex projects and analyze critical issues to come up with technical solutions. A Solution Architect is responsible for coordinating certain projects and activities with other areas, teams, and positions.

RESPONSIBILITIES:

• Responsible for assisting in the establishment of an Argano Architecture practice, and the adoption of an architecture and standards methodology.
• Architect, design and implement end-to-end solutions that are scalable, robust and follows Oracle/Industry best practices and standards.
• Collaborate with customers to gather and analyze business requirements and produce Business Requirements Specifications and Solution Documents.
• Present technical and functional capabilities of Oracle Fusion Service Cloud platform to clients.
• Lead the implementation of Oracle CX applications including Oracle B2B/B2C Sales and Service Cloud, Field Services and preferably Oracle CPQ Cloud.
• Able to configure Fusion Service application to align with client specific business processes.
• Configure Oracle Fusion Service Cloud modules including:
• Service Requests (SR) Management
• Knowledge Management
• Digital Customer Service
• Service Center UI and workspaces
• SLAs, queues, assignment rules, categories
• Service Entitlements & Contracts
• Author multiple project artifacts like architecture diagrams, solution design documents, integration design documents, conversions, data migrations and configuration settings.
• Serve as a liaison between sales, technical and functional teams.
• Act as a trusted advisor to clients, understanding their strategic goals, and aligning technical solutions.
• Oversee quality assurance processes and conduct thorough testing of customizations and configurations to ensure system reliability and accuracy.
• Provide direction to internal cross-functional teams including business analysts and developers, to ensure successful project delivery.
• Create comprehensive solution designs, including architecture diagrams and technical specifications, to meet client requirements.
• Collaborate with users to understand their business needs, provide technical consultancy, and present proposed solutions effectively.
• Support development of models that illustrate how a product/solution provides value to customers.
• Manages activities that take place during solution ideation, solution design, and solution implementation.
• Deliver technical presentations, demonstrations and chair solution design sessions and articulate proposed architecture to business process owners and drive solution designs to completion.
• Serve as point of contact and co-ordinate end-user Acceptance Testing sessions to gather/prioritize defects/change requests.
• Assist in project planning, resource allocation, and timeline management to meet project goals.

MINIMUM AND/OR PREFERRED QUALIFICATIONS:

EDUCATION:

• Bachelor’s degree in computer science, Information Technology/Systems, Software Engineering or a related field.
• Master’s degree or PhD in computer science or software engineering preferred.

EXPERIENCE:

• Minimum 5 years of experience in Technology or Professional Services Consulting.
• Minimum of 5 years’ experience in Oracle CX implementations, including Sales & Service Cloud and/or Field Service.
• Minimum of 5 years’ experience with Oracle Service Center, Knowledge Management, Digital Customer Service and overall Fusion CX architecture and ecosystem
• Understanding of VBCS, OTBI and BI publisher reporting
• Familiar with Agile implementation methodology.
• Willing to travel, as necessary.
• Ability to work well autonomously and in a team environment.
• Proven experience in solution architecture and design.
• Prior experience implementing & supporting a specific technology platform.
• Architected solution diagrams experience
• Experience in various levels of Engineering and Professional Services including design, development and implementation of projects.
• Knowledge of relevant technologies and frameworks.

SKILL REQUIREMENTS

• Strong IT Knowledge: Understanding of various technology stacks, platforms, and frameworks.
• Programming: Proficiency in one or more programming languages and the ability to understand and write code.
• Architecture Expertise: Ability to create and communicate architectural diagrams and technical schematics.
• Analytical and Critical Thinking: Strong problem-solving skills to identify and resolve complex technical challenges.
• Information Security: Awareness of security best practices, including data protection and secure architecture design.
• Project Management: Ability to assist in project planning, resource allocation, and timeline management.
• Communication: Excellent communication and interpersonal skills to interact with clients, team members, and other stakeholders.
• Teamwork: Ability to collaborate effectively with cross-functional teams, including developers, engineers, project managers, and other architects.