Oracle Fusion Service Cloud / Oracle CX Service

Strong understanding of Customer Service business processes.

Hands-on experience with:

Accounts, Contacts, Activities, Incidents/Service Requests

Knowledge Management

Omnichannel (Email, Web, Chat, ODA)

Adaptive Search

Workspace Configuration

Import/Export Management

BPM Workflows

Metadata Manager

Email Notifications

Extensibility and customization using Application Composer, Visual Builder Studio and groovy scripting

Expertise in Redwood Service, Redwood CX Mobile, and Redwood Outlook Plugin.

Experience with Oracle Digital Customer Service (DCS), VBCS, and Groovy scripting.

Knowledge of REST APIs, JSON, SQL, and Oracle CX integrations.

Experience developing OTBI and BI Publisher reports and dashboards.

Key Responsibilities

Configure and customize Oracle Fusion Service Cloud, including Accounts, Contacts, Service Requests, Activities, SLA/Milestones, Queue Assignment Rules, Knowledge Management, Adaptive Search, Workspaces, BPM Workflows, and Custom Objects.

Develop and maintain Redwood Service, Redwood CX Mobile, and Redwood Outlook Plugin solutions.

Design and build Digital Customer Service (DCS) solutions using VBCS.

Create and manage custom objects, fields, page layouts, business rules, email notifications, and metadata configurations.

Develop Groovy scripts for validations, automation, and business process enhancements.

Support data migration activities using Import/Export Management.

Collaborate with integration teams by providing API payloads, supporting REST-based integrations, and assisting with data mappings.

Develop and maintain OTBI, BI Publisher reports, dashboards, and scheduled reports.

Participate in SIT, UAT, production deployments, issue resolution, and root cause analysis.

Prepare technical and functional documentation, including solution designs, configuration documents, process flows, and data mapping specifications.