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Senior Developer - CX- Oracle Service Cloud
#26456011
Virginia Beach, VA Direct Placement On-Site Flexibility/Remote:
Posted on
Senior Developer - Oracle Service Cloud
FTE, Salary, Bonus, and Benefits
Remote, w/some travel
US Citizen
Job Description:
Qualifications for success:
FTE, Salary, Bonus, and Benefits
Remote, w/some travel
US Citizen
Job Description:
- Engage with clients and utilize best practices to address business needs:
- Serve as the Senior Developer for OSvC
- Responsible for technical features and stories
- Analyze the impacts of work being performed and recommend solution improvements.
- Facilitate and lead work groups or demos and work productively with a wide range of people.
- Prepare, write, and review system documentation.
- Continually assess, document, and analyze client gains in efficiency and effectiveness and recommend best practices.
- Provide decision support and have ownership of customer information analysis, ad hoc reporting and business success measurements.
- Analyze agent and system efficiency to identify performance gaps.
- Create custom reports and dashboards as needed.
- Update mobile applications for both iOS and Android utilizing Oracle Mobile Application Framework (Oracle MAF)
- Perform application administration functions such as user profile management, permissions, data rules, configuration changes, and activation of new features.
Qualifications for success:
- 10+ years of OSvC Developer experience including Oracle APIs
- Agent Desktop, Workspaces & Workflows, CPM, Agent Scripting, Knowledge Management, Rules, UI customization, Analytics, Custom Objects, ROQL
- Experience defining and completing add-ins and custom developments leveraging the OSvC framework (.net/JavaScript)
- Experience Solutioning in Oracle Service Cloud architecture layers- specifically OIA, OSVC, and UI/UX layers (Widget Framework).
- Knowledge of Oracle Policy Automation (Intelligent Automation), Oracle Knowledge Advanced, Social Relationship Management and Oracle Mobile service cloud and Chat Bot
- Extending, customizing, and developing Oracle Service cloud Widgets (Chat, Knowledge, Email etc.)
- Technical experience in configuring Oracle/RightNow CX components and Business rules
- Experience integrating OSvC into COTS platforms
- Extensive experience integrating OSvC into Cloud telephony platforms between voice systems, digital channels, and CRM - such as Genesys, IVR technologies, SMS channel, and CTI toolbar options
- Lead the identification, development, and documentation of business requirements/processes, solution design, delivery, testing and training.
- Perform root cause analysis and troubleshooting of technical issues
- Experience working across the business and communicating with stake holders of all levels
- Solutioning end-end implementations involving multiple systems.
- Integration leveraging SOAP/REST APIs in the context of Oracle Service Cloud (RightNow CX)
- Should have experience handling complex UI customization, Complex integrations and Data Migration
- Knowledge of integrations with other systems using middleware
- Knowledge of Oracle Mobile Application Framework (Oracle MAF) would be a plus
- End to End implementation of at least 3 project would be a plus
- Oracle Service Cloud-certified would-be a plus.