Oracle Fusion Cloud CX Subscription Management- Principal Consultant

Key Responsibilities

• Engage business partners to gather requirements and translate functional needs into technical specifications for CX (Subscription Management, CPQ, Marketing Cloud, Field Service Cloud, Fusion Sales/Service Cloud) Cloud solutions.

• Act as a subject matter expert (SME) on subscription lifecycle processes, including order capture, billing, amendments, renewals, and cancellations.

• Design scalable and compliant subscription billing models tailored to business needs.

• Understanding of various integration points between Subscription Management with upstream and downstream systems

• Troubleshoot the reported issues and provide corrective actions

Qualifications & Skills

Mandatory:

• Bachelor's degree (BE, BTech, MCA).

• Minimum 5 years experience with Oracle CX Cloud products (Subscription Management, Fusion Sales/Service Cloud and CPQ).

• Deep Implementation/Support experience of CX processes and Subscription Management solution areas.

• Proficient in utilizing REST and SOAP APIs

• Strong analytical and problem-solving skills.

• Ability to thrive in a fast-paced, dynamic environment with minimal supervision.

Good-to-Have:

• Knowledge of other Oracle CX Modules (Sales, Service, CPQ and Eloqua)

• Redwood migration

• Excellent communication and project management skills, including stakeholder and team facilitation.

• Experience with Service Requests (SRs), Request for Change (RFCs), and My Oracle Support.

Self-Assessment Questions

1. Do I have hands-on experience implementing and supporting in Subscription Management.
2. Am I skilled in developing custom integrations and automations using CX Data Integration, CX Fusion Integration Agent, Groovy Business Rules, and scripting languages like Batch, Python, or PowerShell
3. Have I successfully supported diverse Oracle Fusion
4. Am I able to work independently, solve complex challenges, and adapt quickly in a fast-moving, service-oriented environment

1. Incident Management

• Troubleshoot and resolve application issues:
  Address user tickets, triage issues, and provide solutions for both functional and technical problems.
• Prioritize and escalate:
  Identify business-critical issues that require urgent attention or Oracle escalation.

2. End-User Support & Enablement

• Respond to user queries:
  Answer how to questions, guide on navigation, and help interpret application results and configurations.
• Conduct training and knowledge sharing:
  Provide onboarding, refresher, and update training to business users.

3. Configuration & Administration

• Assist with configuration:
  Help maintain SaaS configurations (workflows, business rules, roles, approvals, reports, data security, etc.), often in production and preview environments.
• Support minor changes and regression tests during quarterly updates.

4. Service Request (SR) Management

• Log and manage Service Requests (SRs) with Oracle:
  Draft clear, detailed tickets for Oracle Support and manage lifecycle through resolution.
• Monitor patch and bug progress and keep business updated.

5. Release & Patch Readiness

• Analyze and communicate impact of quarterly updates:
  Review What's New documents, pretest updates in sandboxes, and advise the business of changes or risks.
• Regressions/UAT testing:
  Coordinate or perform user acceptance and regression testing after updates.

6. Integration & Data Flow Support

• Monitor and support integrations:
  Troubleshoot issues with inbound/outbound integrations, APIs, file flows, and OIC/OFS.
• Coordinate with IT or integration partners as needed.

8. Documentation & Knowledge Base

• Maintain up-to-date support documentation:
  Update FAQs, quick guides, and process manuals for evolving system and business processes.

9. Customer Experience

• Advocate for user satisfaction:
  Act as the voice of the user when working with Oracle or internal IT, collect feedback, and recommend enhancements when recurring pain points are identified.

10. Compliance & Best Practice

• Ensure data privacy and compliance:
  Follow all Oracle and customer organization data handling and privacy requirements.
• Promote SaaS best practices (e.g., configure extend customize) and minimize system customizations.

Career Level - IC4