Oracle Service Cloud (OSvC) Lead Consultant

Job Description – Oracle Service Cloud (OSvC) Lead

Location: Remote / Hybrid
Company: Trinamix
Experience: 8+ Years
Employment Type: Full-Time

About the Role

Trinamix is seeking an experienced and dynamic Oracle Service Cloud (OSvC) Lead to join our growing technology team. The ideal candidate will have strong expertise in Oracle Service Cloud (RightNow) implementation, customization, integrations, and support.

This role requires close collaboration with business stakeholders, customer service teams, and technical teams to deliver scalable and efficient customer experience solutions. The candidate will lead end-to-end OSvC initiatives, drive process improvements, and ensure successful solution delivery aligned with business objectives.

Key Responsibilities

• Lead the design, development, implementation, and support of Oracle Service Cloud (OSvC) solutions.
• Gather and analyze business requirements to provide scalable customer service solutions.
• Configure and customize:
  • Workspaces
  • Business Rules
  • Workflows
  • Reports & Analytics
  • Customer Portal (CP)
  • Agent Desktop
• Develop and maintain integrations between OSvC and external applications using APIs and web services.
• Lead technical discussions and provide architectural guidance for OSvC implementations.
• Collaborate with cross-functional teams including CRM, ERP, middleware, and business operations teams.
• Troubleshoot and resolve functional and technical issues within the OSvC environment.
• Drive optimization and automation initiatives to improve customer support operations.
• Support deployment activities, testing, upgrades, and production releases.
• Prepare technical documentation, solution design documents, and user training materials.
• Mentor junior consultants and provide technical leadership across projects.

Required Skills & Experience

• 8+ years of overall IT experience with strong expertise in Oracle Service Cloud (OSvC/RightNow).
• Hands-on experience in:
  • OSvC Configuration
  • Customer Portal (CP) Framework
  • Business Rules
  • Analytics & Reporting
  • Workspaces & Workflows
• Experience with OSvC integrations using:
  • REST APIs
  • SOAP Web Services
  • Connect Web Services (CWS)
  • Connect PHP / .NET APIs
• Strong understanding of customer service and CRM business processes.
• Experience working with SQL, JavaScript, PHP, or related technologies.
• Knowledge of integration platforms and middleware technologies.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Experience working in Agile/Scrum delivery environments.

Preferred Skills

• Oracle Service Cloud certifications will be an added advantage.
• Experience with Oracle CX Suite and other Oracle Cloud applications.
• Exposure to cloud-based enterprise architectures and integrations.
• Knowledge of DevOps and CI/CD practices.
• Experience handling global support and enterprise implementations.

Why Join Trinamix

• Opportunity to work on large-scale global digital transformation programs.
• Exposure to cutting-edge Oracle Cloud and CX technologies.
• Collaborative, innovation-driven, and growth-focused work environment.
• Strong learning, leadership, and career advancement opportunities.