Solution Architect

Oracle CX Service • Oracle EBS Field Service • OIC Middleware

Mandatory Skills

Candidates must demonstrate all of the following:

- 12+ years of overall IT experience with a minimum of 8+ years in Oracle CX / EBS solution architecture and design
- Deep expertise in Oracle CX Service (Fusion Service / OEC): Redwood UI configuration, Application Composer, VBCS extensions, Assignment Rules, Queue Management, Knowledge Management, and Workspace Designer
- Strong Oracle EBS R12 Field Service experience covering TeleService (CS), Field Service (CSF), Install Base (CSI), Service Contracts (OKS), Territory Manager (JTF), CRM Resource Manager, Dispatch Center, and Concurrent Programs
- Oracle Integration Cloud (OIC): integration design patterns, REST/SOAP API orchestration, OFS Adapter, event-driven architecture, error handling and exception queue design, integration monitoring
- Hands-on experience designing multi-system integration architectures (OEC ↔ EBS ↔ FSM ↔ OIC) with a robust understanding of bidirectional data flows and conflict resolution
- Proven CEMLI assessment and estimation experience: ability to classify requirements, assess complexity, and produce accurate effort estimates
- Solid Oracle EBS technical skills: PL/SQL, OAF (Oracle Application Framework), Form Personalisation, DFF design, WebADI framework, and custom concurrent program development
- Deep understanding of Field Service Management processes: SR lifecycle, task dispatch,



auto-scheduling, debriefing, SLA governance, and territory-based resource management
- Experience with Oracle Application Implementation Methodology (AIM) or equivalent Oracle delivery methodology

6.2 Preferred Skills The following skills are advantageous and will differentiate candidates:
- Experience with CTI platform integration (e.g., Genesys) with Oracle CX Service including screen pop and agent state management
- Knowledge of Oracle Digital Assistant (ODA) for chatbot design, conversational flow development, and NLP intent configuration
- Familiarity with Oracle Field Service Cloud and mobile field execution: routing, geofencing, autonomous scheduler configuration
- Experience with enterprise data lake integration (e.g., Snowflake, Azure Data Lake) and analytics architecture for service KPI reporting
- Prior experience in field service operations within critical infrastructure, power management, manufacturing, or technology sectors
- Familiarity with master data management platforms and data quality tools used in Oracle EBS/Fusion implementations
- Understanding of geolocation and mapping API integration for distance calculation and territory boundary management
- Experience with survey tool integration (e.g., Qualtrics) for post-service CSAT/NPS workflows
- Oracle certifications in CX Service (Fusion Service), Oracle EBS, or Oracle Integration Cloud (OIC)

📌 Solution Architect - Oracle CX Service • Oracle EBS Field Service • OIC Middleware (India)
🏢 GC Technologies
📍 India