Oracle Fusion Service Cloud / Oracle CX Service

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Strong understanding of Customer Service business processes.
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Hands\-on experience with:
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Accounts, Contacts, Activities, Incidents/Service Requests
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Knowledge Management
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Omnichannel (Email, Web, Chat, ODA)
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Adaptive Search
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Workspace Configuration
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Import/Export Management
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BPM Workflows
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Metadata Manager
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Email Notifications
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Extensibility and customization using Application Composer, Visual Builder Studio and groovy scripting
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Expertise in Redwood Service, Redwood CX Mobile, and Redwood Outlook Plugin.
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Experience with Oracle Digital Customer Service (DCS), VBCS, and Groovy scripting.
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Knowledge of REST APIs, JSON, SQL, and Oracle CX integrations.
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Experience developing OTBI and BI Publisher reports and dashboards.
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Key Responsibilities
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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.
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Develop and maintain Redwood Service, Redwood CX Mobile, and Redwood Outlook Plugin solutions.
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Design and build Digital Customer Service (DCS) solutions using VBCS.
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Create and manage custom objects, fields, page layouts, business rules, email notifications, and metadata configurations.
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Develop Groovy scripts for validations, automation, and business process enhancements.
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Support data migration activities using Import/Export Management.
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Collaborate with integration teams by providing API payloads, supporting REST\-based integrations, and assisting with data mappings.
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Develop and maintain OTBI, BI Publisher reports, dashboards, and scheduled reports.
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Participate in SIT, UAT, production deployments, issue resolution, and root cause analysis.
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Prepare technical and functional documentation, including solution designs, configuration documents, process flows, and data mapping specifications.
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