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Summary
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
Customer Engagement & Consulting
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
Presales & Solutioning
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
Customer lifecycle management
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
Skills & Competencies
Core Functional Skills
Strong expertise in:
Oracle CX Cloud (Sales, Service, CPQ, Marketing, Subscription, Field Service, Logistics cloud)
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
Consulting & Presales Skills
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