Role Overview
We are seeking an experienced Onshore Oracle Service & Knowledge Advance Cloud Technical Designer to lead technical architecture, end-to-end design, and implementation of Oracle Customer Experience (CX) Service solutions. In this role, you will serve as the onshore technical lead bridging functional business requirements with hands-on systems architecture, specifically focusing on Oracle Service Cloud (RightNow) and Oracle Knowledge Advance (OKA).
You will guide offshore delivery teams, collaborate directly with client stakeholders, and design scalable, high-performance customer service and knowledge management ecosystems.
Key Responsibilities
Solution Architecture & Technical Design
· Lead technical design sessions to translate complex business requirements into scalable architectures across Oracle Service Cloud and Oracle Knowledge Advance (OKA).
· Author detailed technical design documents (TDDs), integration blueprints, data models, and interface specifications.
· Architect OKA workflows, search configurations, content authoring life cycles, taxonomy/category structures, and user access models.
Implementation & Systems Integration
· Oversee and implement custom extensions, custom processes (CPMs), workspace add-ins, desktop add-ins, and analytics reports.
· Design and build robust APIs (REST/SOAP) and event-driven integrations between Oracle Service Cloud, OKA, and enterprise platforms (ERP, telephony/CTI, identity providers, and data warehouses).
· Tune search tuning features, natural language processing (NLP) indexing, and answer ranking algorithms within OKA.
Onshore Leadership & Stakeholder Management
· Act as the primary onshore technical liaison for client architects, program managers, and executive business owners.
· Provide technical governance, code reviews, and quality assurance for onshore and offshore development teams.
· Drive technical cutover planning, data migration strategies, and hypercare support during go-live phases.
Qualifications & Skills
Required Technical Skills
· Primary Core Skill: Deep technical proficiency in Oracle Service Cloud (RightNow) and Oracle Knowledge Advance (OKA).
· Hands-on experience configuring and customizing Oracle Service Cloud workspaces, custom objects, incident workflows, rule engines, and analytics.
· Expertise in OKA administration: content types, channels, search tuning, intent dictionaries, workflows, and machine learning/NLP search capabilities.
· Strong integration background utilizing Oracle Integration Cloud (OIC), REST/SOAP APIs, webhooks, and enterprise messaging systems.
· Proficiency in development languages commonly used in Oracle Service Cloud ecosystems (.NET/C# for add-ins, PHP for Custom Process Models, JavaScript, HTML/CSS).
Experience & Credentials
· 6+ years of IT experience with at least 3+ years dedicated to technical design and implementation within Oracle Service Cloud and OKA.
· Proven track record serving as a technical lead or designer on multi-phase enterprise implementations.
· Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.
· Oracle Certified Implementation Specialist credentials in Oracle Service Cloud or Oracle Knowledge Management are strongly preferred.
Professional Competencies
· Clear communication skills with demonstrated ability to explain complex technical concepts to non-technical stakeholders.
· Strong troubleshooting, performance tuning, and architectural problem-solving capabilities.
· Proven experience mentoring developers and coordinating distributed global delivery teams.
Job Responsibilities
Solution Architecture & Technical Design
· Lead technical design sessions to translate complex business requirements into scalable architectures across Oracle Service Cloud and Oracle Knowledge Advance (OKA).
· Author detailed technical design documents (TDDs), integration blueprints, data models, and interface specifications.
· Architect OKA workflows, search configurations, content authoring life cycles, taxonomy/category structures, and user access models.
Implementation & Systems Integration
· Oversee and implement custom extensions, custom processes (CPMs), workspace add-ins, desktop add-ins, and analytics reports.
· Design and build robust APIs (REST/SOAP) and event-driven integrations between Oracle Service Cloud, OKA, and enterprise platforms (ERP, telephony/CTI, identity providers, and data warehouses).
· Tune search tuning features, natural language processing (NLP) indexing, and answer ranking algorithms within OKA.
Onshore Leadership & Stakeholder Management
· Act as the primary onshore technical liaison for client architects, program managers, and executive business owners.
· Provide technical governance, code reviews, and quality assurance for onshore and offshore development teams.
· Drive technical cutover planning, data migration strategies, and hypercare support during go-live phases.
