Software Developer 3

Job Description

Oracle is seeking energetic and highly skilled Omnichannel Contact Center Software Engineers to join our Cloud Based Contact Center (CCaaS) project. In this critical role, you'll partner closely with Technical Architects, Business Architects, Business Analysts, and Development and Testing Leads to build cutting-edge customer engagement solutions across voice and digital channels.

This position is ideal for individuals passionate about solving complex problems and contributing to a mission-critical, Tier-0 service that orchestrates communication between customers and agents. You'll be instrumental in developing capabilities for support services, sales inquiries, and marketing campaigns for over 15,000 agents across 80 Oracle Business Units.

Key Responsibilities

IVR & Voice Application Development: Design, develop, and optimize complex IVR workflows, including call handling, advanced routing logic like skill proficiency, Agent routing, Callbacks, IVR-to-IVR transfers, Queue Transfers, Survey etc.

Omnichannel Digital Experience Development: Implement and support digital engagement solutions such as Workflow Routing, Chat Routing, and facilitating features like screen sharing.

Outbound Dialer & Agent Workspace: Develop and maintain functionalities related to outbound dialing campaigns and enhance the Agent Workspace experience.

Web Service & Backend Integration: Design and develop integration API modules, including lookups with backend CRM using web services, database lookups, and ensure connectivity for call recording and reporting data.

Process & Standards Management: Collaborate with other developers to maintain consistency and continuously improve development processes and standards within the SDLC lifecycle, including working with Git repositories.

Troubleshooting & Support: Actively troubleshoot complex issues by analyzing logs to determine root causes, providing support for developed features.

Preferred Qualifications & Experience

We're looking for individuals with extensive software development experience, demonstrating strong proficiency in JAVA, J2EE, MVC, SOA, and Web Services (SOAP, REST). Ideal candidates will have proven expertise in designing and developing complex IVR applications and call flows (e.g., Zoom Voice Platform, other major IVR platforms), alongside direct experience building and integrating digital channels such as chat, email, and work item routing (screen sharing a plus). Knowledge of outbound dialing technologies (like Preview, Predictive and Progressive) and campaign management is essential, as is a strong security acumen covering web application security, various authentication methodologies, and SSO technologies. Also the knowledge of DevOps CI/CD Pipelines is required.

Development Tools & Methodologies: Candidates should possess hands-on experience with Java IDEs like JDeveloper, Eclipse, NetBeans, or IntelliJ IDEA, alongside proficiency in IVR and Omnichannel development IDEs or platform-supported tools such as Zoom FLOWS or Genesys Composer. They must have demonstrable experience with test-driven development, automated test frameworks, mocking/stubbing, and JUnit, coupled with a strong understanding of implementing Java best practices for scalability and performance in high-volume environments. Experience with Agile development methodologies is also essential.

Platform & Cloud Proficiency: A strong knowledge of either the Zoom or Genesys Contact Center Platform (including its Framework, Voice, Digital, and Outbound components) is a significant advantage. Familiarity with Cloud platforms (e.g., OCI, AWS, Azure) and cloud-native development concepts is highly preferred.

Responsibilities

As part of a software project implementation team, you will provide technical expertise in identifying, evaluating, and developing systems and procedures that are cost-effective and meet user needs within the contact center domain. This includes configuring system settings and options; planning and executing unit, integration, and acceptance testing; and creating specifications for systems to meet business requirements. You will design the intricate details of automated systems and may provide consultation to users in the area of automated systems. This role may also involve leading cross-functional linked teams to address complex business or systems issues.

You will provide leadership and expertise in evaluating and developing complex business problems, frequently operating at the leading edge of technology. Recommending and justifying major changes to existing automated systems will be a key aspect of your contribution.

Qualifications: BS or MS degree or equivalent experience relevant to the functional area. Eight or more years of related experience recommended.

Qualifications

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $79,800 to $178,100 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
Career Level - IC3

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.