Product Development Consultant
Workiva
AWSAzureCloudETLGoogle Cloud PlatformPythonSparkSQL
CX Cloud Consultant
Mythics, LLC
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
Tech Stack
AndroidCloudiOSJavaScript.NETOracleSOAP
About the role
- Serve as the senior developer for Oracle Service Cloud (OSvC), leading the design, development, and implementation of technical solutions.
- Own and deliver technical features, enhancements, and user stories that align with business objectives and client needs.
- Evaluate the impact of proposed changes and recommend scalable, efficient solution improvements.
- Lead technical workshops, demonstrations, and working sessions, collaborating effectively with cross-functional teams and clients.
- Prepare, maintain, and review detailed system documentation, including technical specifications and user guides.
- Monitor and analyze agent and system performance to identify gaps, optimize efficiency, and improve overall service delivery.
- Provide data-driven insights through ad hoc reporting, analytics, and performance dashboards to support business decisions and success metrics.
- Design and maintain custom reports and dashboards tailored to stakeholder needs.
- Perform application administration tasks, including user and role management, configuration updates, data rules, and feature activations.
- Enhance and maintain mobile applications for iOS and Android using the Oracle Mobile Application Framework (Oracle MAF).
- Continuously assess client operations, recommend CX best practices, and drive measurable improvements in efficiency and effectiveness.
- Perform all other duties, as assigned.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
- 10+ years of hands-on development experience with Oracle Service Cloud (OSvC), including deep knowledge of Oracle APIs.
- Proven track record delivering end-to-end OSvC implementations, including at least three full project lifecycles (preferred).
- Experience designing and building custom solutions using the OSvC framework (.NET, JavaScript) and the Widget Framework (UI/UX layers).
- Demonstrated expertise integrating OSvC with COTS platforms, middleware, and cloud telephony solutions (e.g., Genesys, IVR, SMS, CTI toolbars).
- Proficiency in integration technologies such as SOAP and REST APIs in the context of Oracle Service Cloud (RightNow CX).
- Strong background performing root-cause analysis, technical troubleshooting, and data migration for complex environments.
- Oracle Service Cloud certification (preferred).
- Familiarity with Oracle Mobile Application Framework (Oracle MAF) considered a plus.
- In-depth knowledge of OSvC components: Agent Desktop, Workspaces & Workflows, CPM, Agent Scripting, Knowledge Management, Rules, UI customization, Analytics, Custom Objects, and ROQL.
- Understanding of Oracle Service Cloud architecture layers, specifically OIA, OSvC, and UI/UX (Widget Framework).
- Skilled in extending, customizing, and developing Oracle Service Cloud widgets for Chat, Knowledge, and Email.
- Strong grasp of Oracle Policy Automation (Intelligent Automation), Knowledge Advanced, Social Relationship Management, and Oracle Mobile Service Cloud/Chat Bot functionality.
- Ability to configure and manage Oracle/RightNow CX components, business rules, and integrations across systems.
- Experience designing and documenting business processes, solution architecture, testing, and user training.
- Excellent analytical and problem-solving abilities for identifying performance gaps and optimizing system efficiency.
- Exceptional communication and stakeholder engagement skills, with proven success collaborating across business and technical teams.
- Capable of handling complex UI customization and integrations involving multiple systems.
Benefits
- Comprehensive Health, Dental, and Vision plans
- Premier 401k retirement plan with corporate matching and a 529 college saving plan
- Tax-advantaged Health Savings Account and Dependent Care Flexible Spending Account options
- Legal Resources
- Generous work/life balance opportunities supported by a PTO bank, paid holidays, leave programs and additional flex time off
- Employee referral program
- Employee recognition, gift and reward program
- Tuition reimbursement for continuing education
- Remote or hybrid work options
- Engaging company events such as team building activities, annual awards and kick-off parties
- Health and wellness-focused activities
- Relaxation Spaces
- In-office gourmet coffee, tea, fresh fruit and healthy snacks
- Corporate GREEN approach – tracking energy consumption for reduction and purchasing only environmentally friendly products for our offices
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Oracle Service Cloud (OSvC)Oracle APIs.NETJavaScriptWidget FrameworkSOAPREST APIsroot-cause analysisdata migrationOracle Mobile Application Framework (Oracle MAF)
Soft skills
analytical abilitiesproblem-solvingcommunicationstakeholder engagementcollaborationtechnical troubleshootingbusiness process documentationsolution architectureuser trainingperformance optimization
Certifications
Oracle Service Cloud certification
