Oracle Fusion Cloud CX Principal Consultant

Oracle Customer Success Services

Oracle Customer Success Services (CSS) is uniquely positioned to help customers accelerate innovation, maximize the value of their Oracle technology investment, and support mission- critical business processes throughout the lifecycle of Oracle Cloud Applications.

Who is Customer Success Services?
 

Customer Success Services (CSS) is uniquely positioned to help customers maximize the value of their Oracle technology investment by accelerating innovation and optimizing their Oracle Cloud environments.
 

With more than 4,000 senior technical experts globally, most of them engineers, CSS provides tailored functional and technical expertise throughout the lifecycle of Oracle SaaS and PaaS solutions. We help customers improve product adoption, optimize business processes, support quarterly releases, and drive continuous service improvement to achieve their business objectives.
 

As we continue to expand our Customer Success Services team across Europe, we are looking for experienced consultants who are passionate about delivering exceptional customer outcomes and helping organizations succeed in their cloud journey.
 

Lifecycle Management

As customers grow and mature in their cloud journey, Customer Success Services (CSS) acts as a trusted partner, enabling greater product adoption, enhanced user experience, and continuous business value. Our focus on continual service improvement is a key differentiator. As part ofb the Customer Success Services organization, you will play an integral role in the lifecycle management of Oracle SaaS and PaaS solutions, leveraging your functional expertise and creativity to optimize business and IT processes, improve solution adoption, and drive ongoing innovation. In this role, you will provide day-to-day functional support, develop product
extensions and enhancements, assist customers throughout their cloud transformation journey, coordinate quarterly release management activities, resolve complex business and technical challenges, and collaborate closely with customer teams to help them achieve their strategic business objectives and key performance indicators (KPIs).

Responsibilities

• Deliver post-sales functional support and consulting services, helping customers maximize the value of their Oracle Fusion Cloud investment.
• Serve as the primary point of contact for customers, building trusted relationships and collaborating with Oracle Support, Product Management, cross-functional teams, and customer stakeholders.
• Provide functional expertise, troubleshoot complex business and application issues, and recommend effective solutions to support critical business operations.
  Support customers throughout the lifecycle of their Oracle SaaS solutions, including day-to- day operations, product enhancements, quarterly releases, testing, and continuous service improvement.
• Work independently across multiple customer engagements, applying Oracle methodologies, company procedures, and leading practices to deliver high-quality services.
• Partner with customer business teams to understand their objectives, provide strategic guidance, and help achieve key business goals and KPIs.
• Contribute to service delivery excellence by driving customer satisfaction, sharing knowledge, and supporting continuous improvement initiatives.
   

Product-Specific Expertise

• 5+ years of experience with Oracle Customer Experience Cloud (SaaS) suite of products.
• Ideal candidate understands not only the concepts of Customer Experience but also how they apply to the day-to-day processes of a Production business environment.
• Perform root cause analyses and recommend meaningful updates to the following functional and operational items: dimensionality and hierarchies, business rules code, metadata properties, data forms and reports, data management processes and others as needed.
• Ability to understand customer urgency and sensitivity of the problem.
• Good techno-functional skills in Oracle Fusion Applications in CX area.
• Should be aware of Sales and Service Business flows.
• Should have thorough knowledge of Groovy Scripting.
• Experience creating dashboards and reports to monitor CX modules
• Lifecycle Management and/or implementation experience in Oracle CX products like CX Sales, B2B Service, Oracle Subscription Management and Oracle CDM.
• Experience migrating Oracle Fusion CX Cloud Applications from Classic UI to Redwood UI.
• Ability to configure page layouts, business rules, field visibility, conditional logic, and user experience changes in Redwood UI.
• Experience designing and configuring Oracle Cloud Subscription Management solutions, including product catalog setup, pricing models, billing schedules, renewals, amendments, and subscription lifecycle workflows.
• Experience configuring and supporting Oracle CDM capabilities such as duplicate identification, duplicate prevention, duplicate resolution, survivorship rules, merge rules, and customer profile quality scoring.
• Strong troubleshooting and problem-solving skills in complex environments like in Marketing Automations.
• Ability to develop solutions in B2B Service and CX Sales applications as per the customer requirement.
• Should be a quick learner of other Oracle CX Cloud components.

General Requirements

• Strong customer-facing, communication, and stakeholder management skills.
• Ability to multitask, prioritize, and work effectively in a dynamic customer environment.
• Strong analytical and problem-solving skills with the ability to work independently.
• Experience collaborating with cross-functional teams and working in Agile environments.
• Excellent teamwork, self-motivation, and commitment to delivering high-quality customer outcomes.
• University degree or equivalent relevant professional experience.

Career Level - IC4