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 robust 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 professional 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.
- Map Oracle knowledge/content structures to Salesforce Knowledge and/or other Agentforce-compatible knowledge sources.
- Develop knowledge taxonomy, metadata, categorization, tagging, and governance standards.
- Support the creation of AI-ready knowledge content, ensuring information is clear, consistent, contextual, and suitable for retrieval by generative AI.




- Analyze chatbot conversations and existing customer-service interactions to identify knowledge gaps and opportunities for automation.
- Support Agentforce grounding and response accuracy by improving source content, retrieval strategies, and knowledge relevance.
- Work with integration teams on APIs, data synchronization, and migration requirements between Oracle and Salesforce platforms.
- Participate in discovery, requirements gathering, solution design, technical workshops, testing, UAT, deployment, and post-production support.
- Define and execute knowledge migration validation, including completeness, accuracy, relevance, and traceability.
- Support Agentforce testing using representative customer and service-agent scenarios.
- Monitor AI/chatbot responses and recommend improvements to knowledge, prompts, topics, actions, or retrieval configuration.
- Prepare technical documentation, knowledge-mapping documents, migration specifications, and operational procedures.
- Coordinate with business stakeholders, product owners, Salesforce architects, Oracle SMEs, data engineers, and QA teams.

Required Technical Skills:

- 10+ years of overall IT experience.
- Strong hands-on experience with Oracle Service Cloud / Oracle CX Service.
- Experience with Oracle Knowledge / Oracle Service Cloud Knowledge Management.
- Strong understanding of Oracle chatbot / Data Assistant / conversational AI capabilities.
- Experience working with enterprise knowledge bases, FAQs, service content, and customer-support data.
- Strong understanding of Salesforce Agentforce and AI-agent concepts.
- Experience with Salesforce Knowledge and/or migration of enterprise knowledge into Salesforce.
- Understanding of generative AI, LLMs, RAG/grounding, semantic search, and knowledge retrieval.
- Experience with REST APIs, JSON, web services, and enterprise integrations.
- Strong data analysis and data-mapping skills.
- Experience with data/knowledge migration, transformation, cleansing, and validation.




- Understanding of CRM/customer-service processes such as case management, knowledge management, self-service, and contact-center operations.

Preferred Skills:

- Salesforce certifications such as Salesforce AI Associate, Salesforce Administrator, Service Cloud Consultant, or related certifications.
- Experience with Agentforce Builder, Agentforce Service Agent, topics, actions, and grounding.
- Salesforce Data Cloud experience.
- Experience with Oracle-to-Salesforce migration programs.
- Experience designing AI-ready enterprise knowledge.
- Experience with prompt engineering and evaluation of LLM/AI-agent responses.
- Familiarity with Salesforce Flow, Apex, MuleSoft, or other Salesforce integration technologies.
- Experience in large-scale CRM transformation programs.
- Knowledge of information architecture and enterprise content governance.

Key Deliverables:

- Current-state assessment of Oracle Service Cloud/Oracle Data Assistant knowledge.
- Oracle-to-Agentforce knowledge mapping and migration strategy.
- Knowledge taxonomy and metadata model.
- Knowledge cleansing and rationalization recommendations.
- AI-ready knowledge content specifications.
- Knowledge migration and transformation requirements.
- Agentforce grounding/knowledge design recommendations.
- Test scenarios and validation criteria for AI-generated responses.
- Knowledge governance and maintenance framework.
- Technical and functional documentation.

Soft Skills:

- Excellent communication and stakeholder-management skills.
- Strong analytical and problem-solving abilities.
- Ability to work across Oracle, Salesforce, AI, data, and business teams.
- Comfortable working in a fast-paced transformation environment.
- Strong documentation and presentation skills.
- Ability to translate complex technical concepts into business-friendly requirements.

Ideal Candidate Profile:

- The ideal candidate is a senior Oracle Service Cloud/Knowledge Management professional with 10+ years of IT experience who understands both traditional CRM knowledge management and up-to-date generative-AI/Agentforce architectures. The candidate should be capable of taking existing Oracle service knowledge and chatbot assets, determining what should be migrated or redesigned, and helping transform that content into a reliable, AI-ready knowledge foundation for Salesforce Agentforce.

📌 Oracle Service Cloud / Oracle CX Service (India)
🏢 Quantum Integrators
📍 India