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. Agent Desktop, Workspaces & Workflows, CPM, Agent Scripting, Knowledge Management, Rules, UI customization, Analytics, Custom Objects, ROQL.
Numbers & Facts
Location
Virginia Beach, VA
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
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