Principal Consultant - Oracle Field Services Client Services

Job Description:

1. Client Ownership, Engagement & Delivery

• 7+ years of experience in Oracle Field Service, including contribution to multiple successful implementations and post-go-live engagements
• Act as the primary point of contact and trusted advisor, owning customer relationships and overall service delivery engagement
• Lead communication across business and technical stakeholders, driving clarity, alignment, and confidence in solution delivery
• Operate as a functional and technical expert, proactively identifying optimization opportunities, new features, and efficiency-driven enhancements
• Own requirement discussions, solution design, and roadmap alignment based on customer business processes and field operations needs
• Collaborate with customers on business requirements, solution architecture, and design decisions, while independently driving configuration and customizations
• Serve as a liaison between sales, business, and technical teams, ensuring alignment across pre-sales and delivery phases
• Independently manage multiple customer environments, ensuring continuity, responsiveness, and accountability across engagements
• Own the complete lifecycle: requirement discovery, configuration, routing optimization, testing, deployment, and production rollout
• Drive continuous improvements aligned with customer KPIs, including SLA adherence, workforce productivity, and service quality
• Troubleshoot and resolve complex issues across routing, mobility, and integration layers using structured RCA and clear stakeholder communication
• Coordinate across internal teams and customer stakeholders to ensure seamless execution, faster issue resolution, and high service reliability
• Stay current with periodic platform releases and drive adoption of new features and best practices within customer environments
• Drive integration design and execution between Oracle Field Service and external systems such as CRM, ERP, and service platforms
• Ensure adherence to best practices in configuration, integration, security, and overall solution governance

2. Technical Expertise & OCC Execution

• Demonstrate strong hands-on experience in implementing Oracle Field Service modules, including Forecasting, Scheduling, and Routing, to support optimized field operations
• Analyze and optimize field service workflows, ensuring seamless alignment with business processes and efficient utilization of platform capabilities
• Configure and manage Oracle Field Service components such as forms, workflows, triggers, and field updates to support dynamic business requirements
• Design and implement integrations using REST APIs, enabling seamless connectivity between Oracle Field Service and other CX or enterprise applications
• Apply strong understanding of CRM principles to manage customer expectations, handle feedback, and drive a positive customer experience
• Demonstrate strong techno-functional expertise in proposing and designing optimal solutions, with end-to-end ownership of customizations and integrations across Oracle Field Service implementations
• Leverage working knowledge of adjacent service domains such as inventory management, order management, depot repair, and maintenance management to enhance solution design
• Drive integration alignment across broader CX platforms, including Engagement Cloud, to enable end-to-end service processes
• Apply strong programming and code review capabilities to ensure scalable, maintainable, and high-quality solution delivery
• Utilize cloud architecture principles and data migration strategies to support scalable and efficient implementations
• Extend platform capabilities through workflows, reports, APIs, and robust error handling mechanisms