Job DescriptionShapes and leads Oracle's AI for Support technical programs, scaling automation, chat, support ticketing, and data harvesting to deliver trusted, actionable knowledge to GenAI agents. Enables customers to resolve issues through self-service and equips support engineers with timely insights that reduce manual effort and cognitive load, accelerating issue resolution.
Drives cross-group platform initiatives (e.g., identity, config, API gateways) with significant impact on reliability, performance, and compliance across the group. Anticipates and resolves ambiguous distributed-systems problems; sets compatibility and deprecation strategies to minimize downstream risk. Establishes shared observability frameworks, SLOs, and capacity models used by multiple teams. Defines architectural guardrails, security controls, and reference implementations in partnership with SRE and security.
ResponsibilitiesKey ResponsibilitiesPlatform Software Development:- Set group-wide guardrails for platform interoperability, security controls, and client library governance.
- Own cross-group programs (e.g., identity, config, API gateway standards) with measurable reliability/performance impact.
- Establish shared observability frameworks and rollout policies adopted by numerous teams; manage deprecation risk.
Software Development and Coding - Design, Testing, and Optimization:- Leads project initiatives to design software solutions and identify and analyze requirements. Writes and defines foundational code for new projects or prototypes.
- Adheres to and improves execution of all phases of the software development lifecycle; coaches engineers across teams or units to drive improvements.
- Acts as a subject matter expert within the organization to develop and guide new software features and enhancements following design specifications, ensuring accessibility, and develops documents to clarify software design and code.
- Leads process, architecture, and code reviews across projects and/or products/services to drive improvements.
- Utilizes modern/emerging technologies to conduct debugging and troubleshooting to identify and fix highly complex software issues.
- Leads strategic initiatives to optimize software testing (e.g., functional and non-functional), quality assurance processes, software error logging, monitoring, and observability for effective debugging.
- Encourages innovation, research, and relevant industry practices to optimize performance across products and domains.
- Resolves and may troubleshoot highly complex and systematic issues requiring innovation related to application programming interface (API) functionality and integration.
- Implements innovative API versioning, lifecycle, and interoperability strategies.
Software Architecture - Software System Structural Design:- Leads task and project initiatives for the design and development of software, systems, and services. Defines project or design scope; reviews, influences, and approves scope and design recommendations.
- Provides technical guidance, domain expertise, and coaching in software architecture decisions and best practices that drive key organizational decisions, including industry standards and competitive considerations, providing mentorship and coaching for small teams and peers and contributing to both individual and team development across line of business/function.
- Utilizes innovative methods to conduct highly complex periodic reviews and ensures adherence to architectural standards.
- Collaborates with stakeholders across lines of business and externally, to align and build software architecture with business and/or customer goals and priorities.
- Implements innovative performance optimization and scalability strategies in software design.
- Conducts regular technology research and evaluation for architectural enhancements and translates into decisions and plans that can have a major impact on the organization.
Issue/Defect Collaboration - Software Products Support:- Collaborates with stakeholders internally and externally to lead efforts to understand customer issues, root causes, and mitigation to align and explain rationale behind solutions.
- Must provide expert technical guidance and support to customers regarding customer-reported issues to mitigate recurrence.
- Acts as an advisor to advocate for customers' interests and suggests product enhancements and solutions based on feedback.
- Networks across lines of business to ensure customer satisfaction through timely resolution of issues and effective communication.
- Guides implementation of strategic solutions for customer issue and/or defect handling and training processes.
- Investigates and troubleshoots the most complex and broadly reaching product maintenance issues to ensure customer agreement on short- and long-term solutions (e.g., future enhancements).
Practices and Standards Compliance - Security and Compliance:- Collaborates with the security team and leadership teams to establish, follow, and improve upon development practices and coding standards, providing coaching to less experienced team members.
- Participates in peer review processes and provides technical leadership with initiatives to ensure quality and adherence to broad acceptance criteria during development.
- Demonstrates, contributes to, and shares deep expertise of industry best practices and their application to software development processes.
- Implements highly complex secure software development practices/solutions requiring modern/emerging innovation to prevent security vulnerabilities, leveraging automated solutions to augment the manual review process.
Development Operations - System Maintenance:- Leads project initiatives for periodic maintenance and testing operations for systems that require upgrading or patching (e.g., for critical vulnerabilities).
- Acts as subject matter expert to drive improvements, ensures automation, testing, and debugging of systems to ensure service/product availability, health, support, and reliability.
Core ResponsibilitiesPlanning & Execution:- Manages and provides direction on timelines, deliverables, and budgets when applicable for critical high-impact projects or initiatives that impact the line of business, ensuring timely completion and adherence to requirements. Anticipates and plans for shifts in resources or timelines based on changing business priorities, ensuring optimal outcomes.
Collaboration & Partnership:- Influences cross-functional leaders and external stakeholders to gain alignment on strategic objectives. Fosters partnerships with key business leaders, stakeholders, and/or customers, identifying opportunities for expanding partnerships and promoting long-term organizational success. Champions transparency and inclusivity by actively seeking, listening to, and incorporating diverse perspectives.
Problem Solving:- Leads specialized, advanced problem-solving efforts, serving as an escalation point for complex issues. Guides others to leverage innovative data-driven techniques to address ambiguous or novel issues, identify root causes, and drives the implementation of solutions that prevent future issues.
Continuous Learning:- Leverages deep industry knowledge and expertise to serve as a thought leader within the organization. Contributes to the advancement of the field or industry through thought leadership (e.g., conference presentations, white papers, research contributions). Maintains and evolves expertise in relevant areas by proactively monitoring emerging trends, technologies, and industry standards, ensuring the organization remains current with best practices. Champions continuous learning and knowledge sharing, promoting professional development across teams. Applies new knowledge to drive advancement and mentors others to do the same.
Continuous Improvement:- Develops innovative solutions and drives the implementation of ideas that increase the efficiency and effectiveness of processes, protocols, and workflows across the organization. Evaluates effectiveness of updated approaches and methods for continued improvement to enhance efficiencies and ensure changes align with organizational goals. Designs and develops metrics to measure success of improvement initiatives.
Performance and Development:- Serves as a subject matter expert regarding talent needs and organizational talent strategy. Imparts leadership and expert knowledge throughout the talent development pipeline including candidate interviews, candidate assessment, and hiring decisions, ensuring alignment with organizational talent strategy.
QualificationsDisclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.Range and benefit information provided in this posting are specific to the stated locations onlyUS: Hiring Range in USD from: $96,800 to $306,400 per annum. May be eligible for bonus, equity, and compensation deferral.
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.
As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment.
About UsOnly Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.
True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that 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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