Subcontractor- Oracle Cloud-CX-Functional (INDIA - PUNE - BIRLASOFT OFFICE - HINJAWADI, IN)

Birlasoft
Pune
Workplace: OnsiteContractFunction: Executive & General ManagementSkills: ["Leadership","Executive stakeholder management","Solution design","Integration design","Enterprise transformation"]

Lead the design and implementation of an integrated Oracle CX customer service and field service platform using Oracle Service Cloud and Oracle Field Service Cloud. Own the CX solution strategy and future-state operating model, run executive workshops and transformation assessments, and define end-to-end processes (case management, work orders, dispatch, technician mobility, and billing handover). Drive enterprise integration architecture with Oracle Integration Cloud, mobile platforms, and tightly integrated Oracle CX with JDE environments.

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FursaFursa
Birlasoft
Birlasoft
1 day ago

Subcontractor- Oracle Cloud-CX-Functional (INDIA - PUNE - BIRLASOFT OFFICE - HINJAWADI, IN)

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Job Summary

Lead the design and implementation of an integrated Oracle CX customer service and field service platform using Oracle Service Cloud and Oracle Field Service Cloud. Own the CX solution strategy and future-state operating model, run executive workshops and transformation assessments, and define end-to-end processes (case management, work orders, dispatch, technician mobility, and billing handover). Drive enterprise integration architecture with Oracle Integration Cloud, mobile platforms, and tightly integrated Oracle CX with JDE environments.
Location: Pune
Workplace: Onsite
Employment Type: Contract
Job Function: Executive & General Management
Seniority: Mid level

Key Responsibilities

  • •Own Oracle CX solution strategy and architecture, defining the future-state customer service and field service operating model.
  • •Conduct executive workshops and CX transformation assessments to align business processes with Oracle CX capabilities and best practices.
  • •Design end-to-end service transformation processes including case management, service request/work order management, dispatch & scheduling, and field execution with technician mobility.
  • •Architect Oracle Field Service capabilities such as routing & scheduling optimization, capacity/resource management, predictive ETA, SLA monitoring, and crew management.
  • •Design enterprise integration between Oracle CX Cloud, Oracle Field Service Cloud, Oracle Integration Cloud (OIC), and mobile platforms, with proven experience integrating with JDE environments.

Key Requirements

  • •15+ years of overall Oracle CRM/CX consulting experience
  • •8+ years of Oracle CX Cloud experience
  • •5+ years of Oracle Field Service (OFS) Cloud experience
  • •At least 3 end-to-end Oracle CX Cloud implementations as Solution Architect
  • •Experience leading large-scale service transformation programs across multiple business units and geographies
Experience:Oracle CRMOracle CXOracle CloudOracle Field ServiceEnterprise integrationsJDECustomer serviceField service
Skills:LeadershipExecutive stakeholder managementSolution designIntegration designEnterprise transformation
Tech Stack:Oracle Field Service CloudOracle Service CloudOracle Fusion ServiceOracle CX CloudOracle CPQOracle SalesOracle CommerceOracle Order ManagementOracle Digital AssistantOracle Knowledge ManagementOracle Customer Experience PlatformOracle AIAgentic ServiceOracle Integration Cloud (OIC)Intelligent RoutingPredictive SchedulingKnowledge ManagementDigital AssistantsWork ZonesSkills-Based Dispatch

Company Brief

Birlasoft
Birlasoft is a global IT services and digital solutions provider delivering consulting, enterprise applications, cloud, and infrastructure services to enterprises across industries, helping accelerate digital transformation and business modernization.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Noida, India
WebsiteLinkedIn