Technical Director- Application Architect, CSS Global SaaS & Apps Delivery

Oracle; United States; On-site; USD 103,000 - 264,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Short/Long-term disability insurance

Life insurance and AD&D

401(k) with company match

Paid time off and holidays

Parental leave and adoption assistance

Stock Purchase Plan

Commuter benefits

Job summary

Oracle is seeking an experienced Technical Director - Application Architect to lead customer escalations within Oracle Fusion SaaS. The role requires guiding a team of Fusion experts, driving issue resolution, and improving overall customer satisfaction.

The ideal candidate has 15+ years in escalations, deep HCM-Payroll knowledge, and strong leadership. Occasional travel and flex hours may be required to address urgent customer issues.

Qualifications

• Minimum 15 years of industry experience implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products.
• Proficiency in HCM - Payroll area of Oracle Fusion SaaS.
• Strong leadership and mentoring abilities with a track record of driving collaboration.
• Excellent communication skills and customer-focused problem-solving.
• Experience leading cross-functional teams through complex escalations and incidents.

Responsibilities

• Customer Escalation Management: Lead the resolution of critical customer issues by collaborating with cross-functional teams, ensuring timely and effective solutions.
• Team Leadership: Guide and mentor a team of Oracle Fusion experts, fostering a collaborative and high-performance environment.
• Functional Expertise: Apply in-depth knowledge in at least one Oracle Fusion SaaS product HCM - Payroll area to address and resolve customer problems.
• Process Improvement: Identify and implement process improvements to enhance customer support and satisfaction.
• Stakeholder Communication: Serve as a primary point of contact for escalated issues, providing regular updates to customers and internal stakeholders.
• Root Cause Analysis: Conduct thorough investigations to determine the root cause of issues and implement corrective actions to prevent recurrence.
• Training and Development: Develop training materials and conduct training sessions for team members and customers to improve product understanding and issue resolution capabilities.
• Documentation: Maintain detailed records of customer interactions, issue resolutions, and process improvements.
• Performance Metrics: Monitor and report on key performance indicators (KPIs) related to customer support and satisfaction, driving continuous improvement.
• Crisis Management: Lead crisis management efforts during major incidents, ensuring rapid and effective resolution while minimizing impact on customers.

Skills

Customer Escalation Management

Team Leadership

Functional Expertise in HCM Payroll

Oracle Fusion SaaS

Communication Skills

Problem-Solving

Project Management

Oracle Fusion Architecture

Education

Bachelor’s degree in CS/IT/Business or related field

Master’s degree or certifications (PMP/ITIL) a plus

Job description

Job Description

We are seeking an experienced and highly skilled Technical Director - Application Architect to join our elite team. The ideal candidate will have at least 15 years of industry experience, with a strong background in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products. This role requires functional expertise in at least one area of Oracle Fusion and the ability to lead a team of experts dedicated to resolving complex customer issues and improving overall customer satisfaction.

Responsibilities

Key Responsibilities

• Customer Escalation Management: Lead the resolution of critical customer issues by collaborating with cross-functional teams, ensuring timely and effective solutions.
• Team Leadership: Guide and mentor a team of Oracle Fusion experts, fostering a collaborative and high-performance environment.
• Functional Expertise: Apply in-depth knowledge in at least one Oracle Fusion SaaS product HCM - Payroll area to address and resolve customer problems.
• Process Improvement: Identify and implement process improvements to enhance customer support and satisfaction.
• Stakeholder Communication: Serve as a primary point of contact for escalated issues, providing regular updates to customers and internal stakeholders.
• Root Cause Analysis: Conduct thorough investigations to determine the root cause of issues and implement corrective actions to prevent recurrence.
• Training and Development: Develop training materials and conduct training sessions for team members and customers to improve product understanding and issue resolution capabilities.
• Documentation: Maintain detailed records of customer interactions, issue resolutions, and process improvements.
• Performance Metrics: Monitor and report on key performance indicators (KPIs) related to customer support and satisfaction, driving continuous improvement.
• Crisis Management: Lead crisis management efforts during major incidents, ensuring rapid and effective resolution while minimizing impact on customers.

Key Experience

• Minimum of 15 years of industry experience in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products.
• Functional Expertise: Proficiency in HCM - Payroll area of Oracle Fusion SaaS.
• Leadership Skills: Proven ability to lead and mentor a team of experts, driving high performance and effective collaboration.
• Customer Focus: Strong customer service orientation with a demonstrated ability to manage and resolve complex customer issues.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to various stakeholders.
• Problem-Solving: Strong analytical and problem‑solving skills, with a proactive approach to identifying and resolving issues.
• Project Management: Experience in managing projects and initiatives aimed at improving customer support and satisfaction.
• Technical Knowledge: Solid understanding of Oracle Fusion architecture, integration, and best practices.
• Adaptability: Ability to thrive in a fast-paced, dynamic environment, and manage multiple priorities effectively.

Education

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. A Master's degree or relevant certifications (e.g., PMP, ITIL) is a plus.

Work Environment

• This position may require occasional travel to customer sites.
• Flexibility to work outside regular business hours to address urgent customer issues may be required.

Disclaimer: Certain U.S. based or U.S. customer or client‑facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $103,000 - $264,100 per year. May be eligible for bonus, equity, and compensation deferral.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&DD
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - IC5

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life‑saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.