Area(s) of responsibility:
Oracle Field Service (OFS) Functional Consultant - Solution Architect
Oracle CX Solution Architect (Service Cloud & Field Service Cloud)
Position Summary
Having implemented Oracle Field Services with JDE will be highly desirable.
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
Core Oracle CX Expertise Required
Oracle CX Products
Deep hands-on experience in:
Oracle Fusion Service
Oracle Service Cloud (B2B/B2C)
Oracle Field Service Cloud (OFS)
Oracle CPQ
Oracle Sales, Commerce, Order Management
Oracle Digital Assistant
Oracle Knowledge Management
Oracle Customer Experience Platform
Oracle AI & Agentic Service capabilities
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
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