Sr. Oracle Field Service Cloud Consultant

Job Title:

Sr. Oracle Field Service Cloud Consultant Work Location:

Remote

Position summary Senior

Oracle Field Service Cloud (OFSC)

Consultant with 12+ years of overall experience in CRM and Field Service, responsible for leading end‑to‑end implementations, solution design, and optimization of OFSC for enterprise customers leading Install to Maintain work stream. The consultant will work closely with business and IT stakeholders to translate service operations requirements into scalable, high‑performing Oracle Field Service solutions, and will act as a subject matter expert across the broader CRM landscape.

Key responsibilities - Lead full lifecycle Oracle Field Service Cloud implementations, including discovery, solution design, configuration, testing, deployment, and post‑go‑live support. - Engage with business stakeholders (Service, Dispatch, Contact Center, Sales, IT) to gather and analyze requirements and define future‑state field service and customer experience processes. - Design OFSC architecture and integrations within the broader Oracle CX/CRM ecosystem (e.g., Oracle Service Cloud, Sales Cloud, B2B/B2C CRM, ERP) and with third‑party systems as needed. - Configure core OFSC components such as activities, resources, work zones, work skills, user types, calendars, routing plans, and capacity management to align with service KPIs and SLAs. - Set up advanced routing and scheduling logic, including quota and capacity rules, travel and load‑balancing rules, and field technician assignment models. - Define and configure business rules, action links, and workflows to automate service processes such as appointments, work order creation, status transitions, and notifications. - Design and optimize mobile technician experience (mobility screens, workflows, data capture forms, offline usage, and usability), ensuring adoption and productivity in the field. - Collaborate with integration teams to design and validate interfaces using web services, REST APIs, messaging, and middleware (OIC or equivalent), ensuring seamless data flow between OFSC and CRM/ERP/WFM systems. - Develop functional specifications, configuration workbooks, process flows, data models, and other solution documentation in line with project and governance standards. - Define test strategy and scenarios; support and sometimes lead SIT, UAT, regression testing, and performance testing for field service processes and integrations. - Support data migration strategy for service data (customers, assets, locations, work orders, service history) and validate migrated data in OFSC. - Provide expert troubleshooting and production support, analyze complex field service issues, and drive root cause analysis and permanent fixes. - Coach, mentor, and guide junior consultants and client team members on OFSC capabilities, best practices, and configuration standards. - Contribute to project management activities such as estimation, planning, risk identification, and status reporting, especially for the field service workstream. - Identify opportunities for process optimization and continuous improvement, providing recommendations on roadmap, new features, and industry best practices.

Required qualifications - 10+ years of overall IT/consulting experience with strong focus on CRM and Field Service domains. - Significant hands‑on experience implementing Oracle Field Service Cloud (typically 3+ full‑cycle OFSC implementations as a lead or senior consultant). - Deep functional knowledge of Customer Service and Field Service processes such as case/incident management, work order management, dispatch, scheduling, technician enablement, asset‑based service, and service entitlements. - Strong configuration expertise across OFSC modules, including: - Activities, resources, and resource hierarchies. - Work zones, work skills, calendars, shifts. - Capacity management, quotas, and forecasting. - Routing plans, routing profiles, and optimization parameters. - Business rules, action links, message scenarios, notifications, and workflows. - Proven experience designing and validating integrations between OFSC and CRM/ERP platforms (Oracle CX/CRM, Oracle Service Cloud, Oracle Fusion ERP, or other leading CRM such as Salesforce/MS Dynamics). - Solid understanding of web services and integration concepts (REST/SOAP APIs, JSON/XML, event‑driven interfaces), enough to collaborate effectively with technical teams. - Hands‑on experience defining and executing test scenarios for end‑to‑end field service flows, including edge cases related to schedules, skills, territories, and capacity constraints. - Ability to create detailed functional documentation: BRDs, solution designs, configuration guides, test scripts, and training materials. - Strong communication and stakeholder management skills; comfortable interacting with business sponsors, operations leaders, dispatchers, and field technicians. - Experience working in structured project environments (Agile or hybrid) and collaborating with distributed teams across time zones.

Preferred qualifications - Experience with Oracle CX/CRM applications (e.g., Oracle Service Cloud, Oracle Engagement/Service, Oracle Sales Cloud) or other enterprise CRM platforms in conjunction with OFSC. - Experience in industries with complex field operations such as telecom, utilities, manufacturing, medical devices, facilities management, or high‑tech services. - Familiarity with Oracle Integration Cloud (OIC) or similar middleware for building OFSC integrations. - Exposure to workforce management and optimization tools, mapping and geolocation services, and mobile app configuration for field technicians. - Background in performance tuning of routing and capacity models to meet strict SLAs and operational KPIs. - Experience leading offshore/nearshore teams or acting as a workstream lead within large transformation programs.

Soft skills and attributes - Strong analytical and problem‑solving mindset, able to break down complex service challenges into clear solution components. - Proactive, self‑driven, and comfortable taking ownership of the Field Service workstream and interacting directly with senior business stakeholders. - Excellent written and verbal communication skills; able to explain technical/functional concepts in clear business terms. - Collaborative team player, with ability to mentor others and contribute to internal knowledge sharing and solution accelerators.

Education - Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related discipline. - Relevant certifications in Oracle Field Service Cloud and/or Oracle CX/CRM are highly desirable.