Role: Oracle Service Cloud / Oracle Data Assistant Chatbot Knowledge Specialist – Agentforce
Location: Remote
Employment Type: Full-Time
Experience: 8+ years
Shift Time: EST Shift (06:30 PM to 03:30 AM IST)
Notice Period: Immediate joiner

Experience:
10+ years of overall IT experience, with strong hands-on experience in Oracle Service Cloud/Oracle CX Service, knowledge management, conversational AI/chatbots, and enterprise CRM implementations. Experience with Salesforce Agentforce is highly preferred.

Job Summary:
We are seeking a senior technology qualified to support an Agentforce implementation with expertise in Oracle Service Cloud (Oracle CX Service) and Oracle Data Assistant/Oracle chatbot and knowledge capabilities.
The role will focus on understanding, extracting, rationalizing, transforming, and integrating existing Oracle service knowledge and conversational assets into an Agentforce-based solution. The candidate will work closely with Salesforce, business, data, integration,



and AI teams to ensure that knowledge is structured and optimized for AI-powered agent experiences.

Key Responsibilities:
Analyze existing Oracle Service Cloud / Oracle CX Service implementations, including knowledge bases, service content, FAQs, troubleshooting guides, incident resolutions, and customer-service workflows.
Assess existing Oracle Data Assistant/chatbot capabilities, conversational flows, intents, utterances, responses, and knowledge sources.
Define an approach for knowledge migration, transformation, and rationalization from Oracle platforms into the Agentforce ecosystem.
Design and optimize knowledge structures for consumption by Salesforce Agentforce, AI agents, and conversational experiences.
Collaborate with Salesforce architects and Agentforce specialists to establish appropriate knowledge ingestion, grounding, retrieval, and response patterns.
Identify duplicate, obsolete, incomplete, or conflicting knowledge articles and recommend remediation.
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