Oracle Service & Knowledge Advance Designer (OKA)- 100% Remote
Role Overview We are seeking an experienced Onshore Oracle Service & Knowledge Advance Cloud Technical Designer to lead technical architecture, end-to-end design, and implementation of Oracle Customer Experience (CX) Service solutions. In this role, you will serve as the onshore technical lead bridging functional business requirements with hands-on systems architecture, specifically focusing on Oracle Service Cloud (RightNow) and Oracle Knowledge Advance (OKA). You will guide offshore delivery teams, collaborate directly with client stakeholders, and design scalable, high-performance customer service and knowledge management ecosystems.
Key Responsibilities
Solution Architecture & Technical Design · Lead technical design sessions to translate complex business requirements into scalable architectures across Oracle Service Cloud and Oracle Knowledge Advance (OKA). · Author detailed technical design documents (TDDs), integration blueprints, data models, and interface specifications. · Architect OKA workflows, search configurations, content authoring life cycles, taxonomy/category structures, and user access models. Implementation & Systems Integration · Oversee and implement custom extensions, custom processes (CPMs), workspace add-ins, desktop add-ins, and analytics reports. · Design and build robust APIs (REST/SOAP) and event-driven integrations between Oracle Service Cloud, OKA, and enterprise platforms (ERP, telephony/CTI, identity providers, and data warehouses). · Tune search tuning features, natural language processing (NLP) indexing, and answer ranking algorithms within OKA. Onshore Leadership & Stakeholder Management · Act as the primary onshore technical liaison for client architects, program managers, and executive business owners. · Provide technical governance, code reviews, and quality assurance for onshore and offshore development teams. · Drive technical cutover planning, data migration strategies, and hypercare support during go-live phases. Qualifications & Skills Required Technical Skills · Primary Core Skill: Deep technical proficiency in Oracle Service Cloud (RightNow) and Oracle Knowledge Advance (OKA). · Hands-on experience configuring and customizing Oracle Service Cloud workspaces, custom objects, incident workflows, rule engines, and analytics. · Expertise in OKA administration: content types, channels, search tuning, intent dictionaries, workflows, and machine learning/NLP search capabilities. · Strong integration background utilizing Oracle Integration Cloud (OIC), REST/SOAP APIs, webhooks, and enterprise messaging systems. · Proficiency in development languages commonly used in Oracle Service Cloud ecosystems (.NET/C# for add-ins, PHP for Custom Process Models, JavaScript, HTML/CSS). Experience & Credentials · 6+ years of IT experience with at least 3+ years dedicated to technical design and implementation within Oracle Service Cloud and OKA. · Proven track record serving as a technical lead or designer on multi-phase enterprise implementations. · Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent practical experience. · Oracle Certified Implementation Specialist credentials in Oracle Service Cloud or Oracle Knowledge Management are strongly preferred. Professional Competencies · Clear communication skills with demonstrated ability to explain complex technical concepts to non-technical stakeholders. · Strong troubleshooting, performance tuning, and architectural problem-solving capabilities. · Proven experience mentoring developers and coordinating distributed global delivery teams. Job Responsibilities Solution Architecture & Technical Design · Lead technical design sessions to translate complex business requirements into scalable architectures across Oracle Service Cloud and Oracle Knowledge Advance (OKA). · Author detailed technical design documents (TDDs), integration blueprints, data models, and interface specifications. · Architect OKA workflows, search configurations, content authoring life cycles, taxonomy/category structures, and user access models. Implementation & Systems Integration · Oversee and implement custom extensions, custom processes (CPMs), workspace add-ins, desktop add-ins, and analytics reports. · Design and build robust APIs (REST/SOAP) and event-driven integrations between Oracle Service Cloud, OKA, and enterprise platforms (ERP, telephony/CTI, identity providers, and data warehouses). · Tune search tuning features, natural language processing (NLP) indexing, and answer ranking algorithms within OKA. Onshore Leadership & Stakeholder Management · Act as the primary onshore technical liaison for client architects, program managers, and executive business owners. · Provide technical governance, code reviews, and quality assurance for onshore and offshore development teams. · Drive technical cutover planning, data migration strategies, and hypercare support during go-live phases.