Oracle Field Service Cloud Consultant

Key Responsibilities:

• Service Cloud Implementation & Configuration – Implement case management functionalities to efficiently track, manage, and resolve customer inquiries, including configuring case assignment rules and escalation processes.
• Define & Manage SLAs – Establish Service-Level Agreements (SLAs) to set clear expectations for service delivery, including response and resolution times, and configure entitlements, milestones, and escalation policies.
• Integration with Communication Channels – Integrate Service Cloud with email, chat, and other communication channels to provide a seamless customer service experience.
• Mobility Solutions – Implement Field Service Mobile app functionalities and optimize technician workflows.
• Integration & API Development – Integrate Service Cloud and OFS with ERP (Oracle ERP, SAP, NetSuite) and CRM (Oracle Sales Cloud, Salesforce, etc.) via REST/SOAP APIs, Oracle Integration Cloud (OIC), or Middleware tools.

• Workflow Automation – Develop and manage business rules for job allocation, escalation policies, and notification triggers.

• Analytics & Reporting – Customize dashboards and reports for real-time tracking of workforce efficiency, SLA adherence, and service performance.

• Testing & Deployment – Conduct unit testing, system testing, and UAT, ensuring seamless deployment and go-live support.

Required Skills & Qualifications:
✅ 2-5 years of experience in Oracle Field Service Cloud (OFS) and Oracle Service Cloud.
✅ Expertise in Case Management, SLA configuration, Work Zones, Capacity Management, Scheduling, and Dispatching.
✅ Strong understanding of Field Workforce Management, Service Cloud functionalities, and Communication Channel Integration.
✅ Experience integrating Service Cloud and OFS with ERP & CRM systems using REST/SOAP APIs, OIC, or Middleware tools.
✅ Ability to configure business rules, workflows, and escalation policies.
✅ Experience in dashboard and report creation for performance monitoring.
✅ Strong problem-solving and troubleshooting skills.
✅ Excellent communication skills and ability to work with cross-functional teams.