Consultant

• 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.

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