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PlanIT Group
Senior Developer - CX- Oracle Service CloudPlanIT Group • Virginia Beach, VA
Senior Developer - CX- Oracle Service Cloud

Senior Developer - CX- Oracle Service Cloud

PlanIT Group • Virginia Beach, VA
30+ days ago
Job type
  • Full-time
Job description

Senior Developer - Oracle Service Cloud
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.

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Senior Developer - CX- Oracle Service Cloud • Virginia Beach, VA

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