Senior Technical Support Specialist

Experience: 2 to Not Available years

Location: Chennai, India

Skills: Oracle Service Cloud, RightNow CX, Agent Desktop, Workspaces, Workflows, Customer Portal Management, Agent Scripting, Knowledge Management, Business Rules, UI Customization, Analytics, Reporting, Custom Objects, ROQL, SOAP, REST APIs, Connect PHP API, File Manager, Process Designer

Job Summary
To be the POC for high business impacting activities, conduct complex support activities, serve as SME and provide technical assistance to organization and end customers.

Key Responsibilities
Own the functional specification, technical design, implementation, and support of Oracle Service Cloud solutions.
Customize and extend Oracle Service Cloud / RightNow CX using:
• Custom Objects and Custom Fields
• Add-ins
• Oracle Service Cloud APIs
Design, implement, update, and enhance existing Oracle Service Cloud frameworks and Add-ins.
Develop and maintain integrations between Oracle Service Cloud and third-party applications using industry-standard integration practices.
Build and enhance Add-ins using the OSvC Browser User Interface (BUI) framework.




Create and maintain reports, dashboards, and data extracts to support business insights and operational needs.
Collaborate in project planning and management activities, providing technical guidance and leadership on Oracle Service Cloud–related initiatives.

Skill Requirements
Minimum 2+ years of hands-on experience working with Oracle Service Cloud (RightNow CX).
Robust experience with:
• Agent Desktop
• Workspaces & Workflows
• Customer Portal Management (CPM)
• Agent Scripting
• Knowledge Management
• Business Rules
• UI Customization
• Analytics & Reporting
• Custom Objects
• ROQL (RightNow Object Query Language)
Proven experience in integrations using SOAP and REST APIs within Oracle Service Cloud.
Hands-on expertise with:
• Connect PHP API
• File Manager
• Process Designer
Experience in extending, customizing, and developing Oracle Service Cloud Widgets, including:
• Chat
• Knowledge
• Email and other customer engagement widgets
Other Requirements
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📌 Senior Technical Support Specialist (Chennai)
🏢 HCL Technologies
📍 Chennai