Workspace Customization: Design, build, and configure complex Agent Workspaces, Guided Assistance,
Workflows, and Scripting within the Add-In Manager framework.
• Customer Portal Development: Extend, customize, and deploy modern customer-facing interfaces using
Oracle Service Cloud Customer Portal (CP3) framework, utilizing PHP, HTML5, CSS3, and JavaScript.
• Custom Logic & Extensions: Develop customized Add-Ins for the Customer Service console using C#
.NET (or up-to-date desktop extensions) to interface with the RightNow Desktop Add-In Framework.
• API & Backend Integration: Build and manage robust integrations between Oracle Service Cloud and
external systems via Connect Web Services (SOAP/REST APIs), Custom Process Models (CPMs), and
integration middleware (e.g., OIC).
• Analytics & Reporting: Create sophisticated custom reports, specialized dashboards, and automated
analytics schedules using Oracle Service Cloud Analytics.
• Technical Leadership & Support: Provide technical guidance, perform thorough code reviews, debug
complex issues,



and proactively manage platform impacts during Oracle quarterly system upgrade cycles.
Required Technical Skills & Qualifications
• Platform Expertise: 5 to 7 years of hands-on experience in Oracle Service Cloud (RightNow) architecture,
configuration, and custom administration.
• Server-Side Web Dev: Proficient in PHP, including the customization of widgets and controllers within the
CP3 framework.
• Desktop Extension Dev: Proven capability writing C# .NET for custom Add-In development to enhance
Agent Desktop capabilities.
• APIs & Web Services: Deep understanding of Connect PHP API, REST/SOAP APIs, and ROQL (RightNow
Object Query Language).
• Front-End Skills: Robust knowledge of web technologies including HTML5, CSS3, JavaScript, jQuery, and
responsive design methodologies.
• Integration Tools: Practical familiarity with integration patterns using Oracle Integration Cloud (OIC) or
equivalent middleware.

📌 OSC Developer / Lead (Hyderabad)
🏢 Tech Mahindra
📍 Hyderabad