Role : Oracle Service Cloud Engineer
Responsibilities :
- Customize and extend the Oracle Service Cloud / RightNow application utilizing custom objects, custom fields, Add-ins, and Oracle Service Cloud APIs.
- Implement, update, edit and/or change existing framework and Oracle Service Cloud Add-ins.
- Develop new and maintain existing integrations of Oracle Service Cloud with third-party applications and systems.
- Develop Add-ins using OSvC/RightNow Desktop Add-in framework (.Net and JS)
- Develop Add-ins using OSvC BUI framework
- Write and execute ROQL queries
- Perform CRUD operations using Connect web services
- Prepare clear and concise reports, dashboards, and data extracts.
- Implement integration between different systems - CTI (Genesys), Portal integration, SMS etc.
- Understand the business processes and application / data integration landscape for Guardian's implementations of Oracle Service Cloud, guide design and development efforts accordingly.
Required Qualifications :
- Oracle Service Cloud-certified with around 2+ years of experience and understanding of the overall Oracle Service Cloud architecture, with an overall experience of around 3-5 years
- Minimum 2-year experience with the following :
a) Developing and maintaining custom .NET add-ins using the Oracle Service Cloud Desktop Add-in Framework
b) Extending, customizing, and developing OSC Widgets (Chat, Knowledge, Email, etc.)
c) Agent Desktop, Workspaces & Workflows, CPM, Agent Scripting, Knowledge Management, Rules, UI customization, Analytics, Custom Objects, ROQL
d) Integration leveraging SOAP/REST APIs in the context of Oracle Service Cloud (RightNow CX); also using Connect PHP API, File Manager, Process Designer
- Should have experience handling UI customization, integrations and Data Migration
- Sound knowledge in PHP, HTML, CSS, Shell Scripting; Experience utilizing a combination of the following: PHP, .NET (C#), Java, JavaScript, Relational DB such as MS SQL, React
- Experienced in Integration (Batch, Real-time - SOAP, XML, Web Services, etc.)
- Knowledge of Oracle Policy Automation (Intelligent Automation), Oracle Knowledge Advanced, Social Relationship Management and Oracle Mobile service cloud (Chat Bot) would be an advantage
- Understand integration between voice systems, digital channels, and CRM - such as Genesys, IVR technologies, SMS channel, and CTI toolbar options.
- Excellent people and communication skills - able to effectively provide feedback and drive issue resolution and root cause analysis
- Plans and carries out responsibilities with minimal direction and works well under pressure.
