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Country/Region:  CA
Requisition ID:  37461
Work Model:  Hybrid
Position Type:  Permanent
Salary Range: 
Location:  CANADA - ONTARIO

Title:  Senior Technical Manager-Enterprise Apps

Description: 

Oracle Field Service (OFS) Functional Consultant – Solution Architect

Oracle Field Service (OFS) Functional Consultant – Solution Architect

Oracle CX Solution Architect (Service Cloud & Field Service Cloud)

Position Summary

Looking for a senior Oracle CX Solution Architect to lead the design and implementation of a modern, integrated customer service and field service platform leveraging Oracle Service Cloud and Oracle Field Service Cloud. The architect will drive business process transformation, solution architecture, integration strategy, and enterprise adoption while ensuring seamless connectivity with other ERPs like Oracle Fusion Cloud, JDE and other enterprise applications.

Having implemented Oracle Field Services with JDE will be highly desirable.

Experience

  • 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

Core Oracle CX Expertise Required

Oracle CX Products

Deep hands-on experience in:

  • Oracle Fusion Service
  • Oracle Service Cloud (B2B/B2C)
  • Oracle Field Service Cloud (OFS)
  • Oracle CPQ
  • Oracle Sales, Commerce, Order Management
  • Oracle Digital Assistant
  • Oracle Knowledge Management
  • Oracle Customer Experience Platform
  • Oracle AI & Agentic Service capabilities

The architect should have proven experience with tightly integrated Oracle CX and JDE environments. 

CX Innovation & AI

  • Drive adoption of Oracle AI capabilities.
  • Recommend automation opportunities using:
    • Intelligent Routing
    • Predictive Scheduling
    • Service Recommendations
    • Knowledge Management
    • Digital Assistants
    • Agentic Service Operations

Required Functional Expertise

The ideal candidate should possess expertise in:

Oracle CX Capability            Experience Required
Customer Service Management        Expert
Case Management                Expert
Contact Center Transformation        Expert
Oracle Service Cloud            Expert
Oracle Field Service Cloud        Expert
Work Order Management            Expert
Scheduling & Dispatch            Expert
Customer Experience Transformation    Expert
Knowledge Management            Advanced
AI-enabled Service Operations        Advanced
Customer Self-Service            Advanced
Mobile Service Delivery            Advanced

Required Certifications

  • Oracle Field Service Cloud Implementation Professional
  • Oracle Fusion Service Certification

Ideal Candidate Profile

A seasoned Oracle CX Transformation Architect with strong expertise across Oracle Service Cloud, Oracle Field Service Cloud, customer service operations, field workforce optimization, enterprise integrations, and executive stakeholder management. The individual should be capable of leading any CX- enterprise service transformation journey and defining a scalable Oracle CX roadmap aligned with future business growth.

 

Key Responsibilities

Oracle CX Solution Ownership

  • Lead overall Oracle CX solution strategy and architecture.
  • Define future-state Customer Service and Field Service operating model.
  • Conduct executive workshops and CX transformation assessments.
  • Align business processes with Oracle CX capabilities and industry best practices.

Service Transformation

  • Design end-to-end processes covering:
    • Customer Service
    • Case Management
    • Service Request Management
    • Work Order Management
    • Dispatch & Scheduling
    • Field Execution
    • Technician Mobility
    • Customer Communications
    • Billing Handover

Oracle Field Service Architecture

  • Design and implement:
    • Routing & Scheduling Optimization
    • Capacity Management
    • Resource Management
    • Predictive ETA
    • Work Zones
    • Skills-Based Dispatch
    • Crew Management
    • Mobility Solutions
    • SLA Compliance Monitoring

Enterprise Integration Architecture

  • Has ability to drive functional integration design between:
    • Oracle CX Cloud
    • Oracle Field Service Cloud
    • Oracle Integration Cloud (OIC)
    • Mobile Platforms

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