Senior Developer - CX- Oracle Service Cloud

PlanIT Group, LLC; Virginia Beach (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

PlanIT Group, LLC in Virginia Beach seeks a Senior Developer for Oracle Service Cloud (OSvC) to lead technical features, integrations, and reporting. You will work closely with clients to translate business needs into OSvC-based solutions and own end-to-end delivery of complex enhancements.

The role requires 10+ years of OSvC experience, deep Oracle API knowledge, and strong collaboration across product, engineering, and customer teams. On-site position with competitive compensation.

Qualifications

• 10+ years OSvC development experience including Oracle APIs.
• Experience building add-ins and custom developments on OSvC (.NET/JavaScript).
• Experience with OSvC architecture layers: OIA, OSVC, UI/UX (Widget Framework).
• Knowledge of Oracle Policy Automation, Knowledge Advanced, Social Relationship Management.
• Experience integrating OSvC with external systems, including middleware and CRM/CTI.
• End-to-end implementations across multiple systems; Oracle MAF familiarity is a plus.

Responsibilities

• Engage with clients and translate needs into OSvC solutions.
• Serve as the Senior Developer for Oracle Service Cloud and own technical features.
• Analyze impacts, propose improvements, and document system designs.
• Lead demos and collaborate with diverse stakeholders.
• Create reports and dashboards as required.
• Update Oracle MAF-enabled mobile apps for iOS and Android.

Skills

OSvC Developer

Oracle APIs

Agent Desktop/Workspaces

UI customization

Analytics

ROQL

JavaScript/.NET integrations

3+ OSvC projects

Tools

Oracle MAF

Job description

Senior Developer - Oracle Service Cloud

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
• Agent Desktop, Workspaces & Workflows, CPM, Agent Scripting, Knowledge Management, Rules, UI customization, Analytics, Custom Objects, ROQL
• 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
• Solutioning end-end implementations involving multiple systems.
• Integration leveraging SOAP/REST APIs in the context of Oracle Service Cloud (RightNow CX)
• Should have experience handling complex UI customization, Complex integrations and Data Migration
• Knowledge of integrations with other systems using middleware
• Knowledge of Oracle Mobile Application Framework (Oracle MAF) would be a plus
• End to End implementation of at least 3 project would be a plus
• Oracle Service Cloud-certified would-be a plus.