Oracle Service Cloud Specialist

Position: Oracle Service Cloud Specialist
Location: Edison, NJ (3 days onsite)-Remote too

Oracle Service Cloud – Individual Markets, Group and DTC

The Oracle Service Cloud Specialist is responsible for implementing and managing the Oracle Service Cloud platform to enhance customer service operations in an insurance company. 

Required Skills & Qualifications
Oracle Service Cloud Experience: 5–8 years of hands-on experience working with Oracle Service Cloud (Oracle RightNow / Oracle B2C Service) or similar platforms. This includes experience in configuration, implementation, or support roles where you have tailored the Service Cloud for business needs.
Technical Proficiency in Service Cloud: Strong skills in configuring and customizing Oracle Service Cloud functionalities. Ability to create queues and assignment rules, implement automation, customize workflows, and manage Service Cloud components like incident management, knowledge base, and customer portals. Experience with extending Service Cloud via add-ins or custom scripts and using its integration capabilities (such as SOAP/REST APIs, Connect PHP, or Oracle Integration Cloud) is important.
Integration Skills: Proven ability to integrate Oracle Service Cloud with other systems and tools. Familiarity with web services, APIs, and integration middleware to connect Service Cloud with core insurance systems (policy administration, claims, billing), as well as with communication channels (email, SMS, IVR) and contact center platforms. For example, knowledge of integrating telephony or chat systems to enable screen-pop and seamless omnichannel experiences is a plus.
Domain Knowledge – Customer Service: Solid understanding of customer service operations and contact center best practices. You should be comfortable with concepts like ticket/case management, service level agreements (SLAs), first-call resolution, and customer satisfaction metrics. This knowledge enables you to configure Oracle Service Cloud in a way that supports efficient call center workflows and high-quality service delivery.

Certification: Oracle Service Cloud certification (such as Oracle Cross-Channel Contact Center Cloud Implementation Specialist) is highly preferred.
Insurance Industry Acumen: Familiarity with the insurance domain is strongly desired. Understanding insurance terminology and workflows
Insurance Domain Experience: Prior experience in the Insurance industry is highly preferred.

Oracle Service Cloud in Insurance Use-Cases: Experience specifically in deploying or enhancing Oracle Service Cloud for insurance use-cases will set you apart. This could include examples like integrating Oracle Service Cloud with an insurance policy administration system or customizing the Service Cloud customer portal for insurance customers. Candidates who have participated in a Siebel-to-Service-Cloud migration or similar modernization in an insurance context, for instance, will bring useful insight into this role.
Tools & Technologies: Familiarity with other tools and technologies common in insurance customer service or Oracle ecosystems. For example, experience with contact center telephony systems (such as Genesys, Avaya, or NICE inContact) and their integration with Oracle Service Cloud is a plus.
Regulatory and Compliance Awareness: Insurance is a regulated industry, so any experience ensuring that IT systems comply with relevant regulations (e.g., data protection laws like HIPAA for health insurance or GDPR for customer data privacy) is advantageous. 
Methodologies & Work Environment: Experience working in an Agile development environment or on projects that followed SCRUM for delivering enhancements.