Senior Technical Support Specialist

Job Summary

To be the POC for high business impacting activities, conduct complex support activities, serve as SME and provide technical assistance to organization and end customers.

Key Responsibilities

Own the functional specification, technical design, implementation, and support of Oracle Service Cloud solutions.
Customize and extend Oracle Service Cloud / RightNow CX using:
Custom Objects and Custom Fields
Add-ins
Oracle Service Cloud APIs
Design, implement, update, and enhance existing Oracle Service Cloud frameworks and Add-ins.
Develop and maintain integrations between Oracle Service Cloud and third-party applications using industry-standard integration practices.
Build and enhance Add-ins using the OSvC Browser User Interface (BUI) framework.
Create and maintain reports, dashboards, and data extracts to support business insights and operational needs.
Collaborate in project planning and management activities, providing technical guidance and leadership on Oracle Service Cloud–related initiatives.

Skill Requirements

Minimum 2+ years of hands-on experience working with Oracle Service Cloud (RightNow CX).
Strong experience with:
Agent Desktop
Workspaces & Workflows
Customer Portal Management (CPM)
Agent Scripting
Knowledge Management
Business Rules
UI Customization
Analytics & Reporting
Custom Objects
ROQL (RightNow Object Query Language)
Proven experience in integrations using SOAP and REST APIs within Oracle Service Cloud.
Hands-on expertise with:
Connect PHP API
File Manager
Process Designer
Experience in extending, customizing, and developing Oracle Service Cloud Widgets, including:
Chat
Knowledge
Email and other customer engagement widgets

Other Requirements

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