Infosys—Oracle Field Service Cloud/Digital Customer Service Consultant

Job description

Description: 1. Analysis and understanding of complex client business requirements related to field service operations, translating them into robust and scalable OFSC or DCS solutions. 2. Develop technical designs and architectural blueprints for OFSC implementations, ensuring alignment with industry best practices and Oracle's product roadmap. 3. Conduct fit-gap analysis to identify discrepancies between current processes and OFSC capabilities, proposing effective solutions and workarounds. 4. Provide strategic guidance and recommendations to clients on leveraging OFSC to achieve their operational efficiency, cost management, and customer experience goals. 5. Define and document future state processes, ensuring clear understanding and adoption by stakeholders. Requirements: We are seeking a highly experienced and motivated Oracle Field Service Cloud (OFSC) or Digital Customer Service Expert to join our dynamic team. This role requires a deep understanding of OFSC functionalities, technical capabilities, and integration strategies. The ideal candidate will be a techno-functional professional capable of leading complex implementations, optimizing field service operations, and driving digital transformation for our clients. Responsibilities: 1. Analysis and understanding of complex client business requirements related to field service operations, translating them into robust and scalable OFSC or DCS solutions. 2. Develop technical designs and architectural blueprints for OFSC implementations, ensuring alignment with industry best practices and Oracle's product roadmap. 3. Conduct fit-gap analysis to identify discrepancies between current processes and OFSC capabilities, proposing effective solutions and workarounds. 4. Provide strategic guidance and recommendations to clients on leveraging OFSC to achieve their operational efficiency, cost management, and customer experience goals. 5. Define and document future state processes, ensuring clear understanding and adoption by stakeholders. Skills: 1. 2-5 years of hands-on experience in implementing, configuring, and integrating Oracle Field Service Cloud (OFSC). 2. Deep understanding of Oracle Field Service Cloud architecture, data model, configuration, and customization capabilities. 3. Proven expertise in Oracle Field Service Cloud solutions to optimize scheduling, routing, capacity planning, work order management, and mobile workforce management. 4. Have rich experience in configuring OFSC application components including resource pools, territories, routing rules, scheduling policies, business rules, Smart Collaboration, Action Management, and Manage Displays. 5. Experience with OFSC Mobile Plug-in Framework is a significant plus. 6. Knowledge of Customizing OFSC using the plug-in framework to enhance functionality and meet specific business needs, including capturing time and expenses.