The Oracle Cloud CX Service/Field Service Consultant Lead role at IBM involves helping clients design and implement a unified data foundation for their Marketing, Sales, and Service departments. This position requires collaboration with various teams to enhance customer interactions and streamline operations. The consultant will lead implementations of Oracle CX solutions, ensuring alignment with customer experience strategies. This role emphasizes both functional and technical leadership throughout the project lifecycle.

• 5+ years of experience with Oracle Cloud CX, focusing on Oracle Service Cloud and/or Oracle Field Service implementations.
• Solid understanding of customer service operations, field service management, and workforce optimization concepts.
• Hands-on experience configuring service requests, work orders, and mobile workforce solutions in Oracle Field Service.
• Experience integrating Oracle CX Service and OFS with CRM, ERP, inventory, or billing systems.
• Strong knowledge of Oracle CX architecture and data models.

• Lead Oracle CX Service and Field Service implementations across business units.
• Design, configure, and deploy Oracle Service Cloud and Oracle Field Service solutions.
• Collaborate with various teams to gather requirements and translate them into scalable Oracle CX Service solutions.
• Manage end-to-end service lifecycle processes from case intake to customer follow-up.
• Configure intelligent scheduling and routing rules within Oracle Field Service.
• Integrate Oracle CX Service and Field Service with upstream and downstream systems.
• Develop dashboards and reports to track service KPIs.
• Provide functional and technical leadership throughout the project lifecycle.
• Mentor junior consultants and client stakeholders on best practices.
• Ensure data integrity, system performance, and reliability through rigorous testing.

• IBM offers competitive compensation, healthcare coverage, retirement programs, paid parental leave, tuition assistance, wellness programs, flexible work options, and extensive learning and certification resources.