Lead end-to-end functional solutioning and business consulting for Oracle CX Cloud implementations
Drive customer engagement across Sales, Service, CPQ, Subscription, Marketing, and Field Service solutions
Act as business advisor, presales leader, and solution architect for CX transformation initiatives
Key Responsibilities
- Solution Architecture & Business Consulting
- Define end-to-end CX solution blueprint aligned to business objectives, customer journeys, and industry best practices
- Design Lead-to-Cash and Service (Request-to-Resolution) business processes and transformation roadmaps
- Drive fit-gap analysis and recommend optimal functional solution leveraging Oracle CX capabilities
- Prepare and present Solution Design Documents (SDD), business flows, and future-state architecture
- Lead customer workshops, discovery sessions, and executive discussions
- Understand business challenges and translate them into CX transformation opportunities
- Engage with business stakeholders to align CX solutions with strategic business goals
- Act as trusted advisor throughout the transformation lifecycle
- Lead solutioning for RFPs, proposals, and client pursuits
- Create compelling solution narratives, value propositions, and transformation roadmaps
- Deliver demos, POCs, and solution walkthroughs tailored to customer scenarios
- Support estimation, sizing, and commercial discussions for CX engagements
Business Process Design & Transformation
- Define and optimize key CX processes:
- Lead-to-Opportunity / Quote-to-Cash
- Service Request to Resolution
- Recommend best practices aligned to Oracle Modern Business Processes
- Drive process standardization and transformation initiatives across industries
Solution Governance & Delivery Oversight
- Provide functional solution governance and design reviews across delivery lifecycle
- Ensure alignment of implementation with business objectives and approved solution design
- Collaborate with technical architects, delivery teams, and client stakeholders
- Ensure adoption of best practices, accelerators, and reusable assets
Stakeholder Management & Leadership
- Manage senior stakeholders including business leaders and sponsors
- Bridge gap between business and technology teams
- Lead cross-functional teams across geographies and business units
- Drive consensus and decision-making across complex programs
Core Functional Skills
- Strong expertise in:
- CRM and Customer Experience transformation strategies
- CX business processes (Lead-to-Cash, Service lifecycle)
- Experience in:
- Business process reengineering and consulting
- Solution blueprinting and functional architecture
- Industry-specific CX use cases and best practices
- Strong experience in presales, solutioning, and client presentations
- Ability to craft compelling business cases and value propositions
- Experience in conducting workshops and executive-level discussions
- Strong storytelling and solution articulation skills
Soft Skills
- Excellent client-facing consulting and stakeholder management skills
- Strong communication and executive presentation ability
- Ability to influence business decisions and drive transformation programs
- Strong analytical thinking and problem-solving mindset
Experience & Qualifications
- 10+ years IT experience with 6+ years in Oracle CX
- Proven experience as Solution Architect / Functional Architect
- Experience in multiple end-to-end CX implementations and presales engagements
- Bachelor’s in Engineering / Business / IT (MBA preferred for consulting roles)
- Strong functional exposure across CX lifecycle and business processes
Success Metrics / Expectations
- Successful CX transformation consulting and solutioning for clients
- High-quality solution proposals and improved deal win rates
- Strong business alignment and customer satisfaction
- Adoption of industry best practices and standardized processes
(Optional – Value Add for Your Practice)
- Experience in AI / GenAI-driven CX transformation use cases
- Industry domain expertise (Manufacturing / Public Sector / BFSI / Healthcare)
- Experience in CX transformation strategy, GTM, and consulting frameworks