Job Requirement:

The CRM Developer, Oracle Service Cloud (OSvC) is a key member of the Customer Service Technology team who will be responsible for implementation of CRM and digital channels used by Guardians contact centers on the Oracle Service Cloud / RightNow platform. The individual in this role will also use their extensive knowledge of the platform to help guide implementation, migration and integration projects and help Guardians customer service team utilize the most value from Oracle Service Clouds features and capabilities.

This role will report to AVP, Customer Service Technology.

Responsibilities:

• Customize and extend the Oracle Service Cloud / RightNow application utilizing custom objects, custom fields, Add-ins, and Oracle Service Cloud APIs.

• Implement, update, edit and/or change existing framework and Oracle Service Cloud Add-ins.

• Develop new and maintain existing integrations of Oracle Service Cloud with third party applications and systems.

• Develop Add-ins using OSvC/RightNow Desktop Add-in framework (.Net and JS)

• Develop Add-ins using OSvC BUI framework

• Write and execute ROQL queries

• Perform CRUD operations using Connect web services

• Prepare clear and concise reports, dashboards, and data extracts.

• Implement integration between different systems CTI (Genesys), Portal integration, SMS etc.

• Understand the business processes and application / data integration landscape for Guardians implementations of Oracle Service Cloud; guide design and development efforts accordingly.

• Participate in project management and planning, provide guidance and leadership on Oracle Service Cloud-related project planning and activities.

Qualifications:

Oracle

• Oracle Service Cloud-certified or 4+ years of experience and understanding of the overall Oracle Service Cloud architecture

• Minimum 2-year experience with the following:

  Developing and maintaining custom .NET add-ins using the Oracle Service Cloud Desktop Add-in Framework

  Extending, customizing, and developing OSC Widgets (Chat, Knowledge, Email etc.)

  Agent Desktop, Workspaces & Workflows, CPM, Agent Scripting, Knowledge Management, Rules, UI customization, Analytics, Custom Objects, ROQL

  Integration leveraging SOAP/REST APIs in the context of Oracle Service Cloud (RightNow CX); also using Connect PHP API, File Manager, Process Designer

• Strong CRM Domain Knowledge, with special focus on Service Domain in Financial Services

• Should have experience handling complex UI customization, Complex integrations and Data Migration

• 2+ years in PHP, HTML, CSS, Shell Scripting; Experience utilizing a combination of the following: PHP, .NET (C#), Java, JavaScript, Relational DB such as MS SQL, React

• 4+ years in Integration (Batch, Real-time SOAP, XML, Web Services, etc.)

• Knowledge of Oracle Policy Automation (Intelligent Automation), Oracle Knowledge Advanced, Social Relationship Management and Oracle Mobile service cloud (Chat Bot) would be an advantage

• Understand integration between voice systems, digital channels, and CRM - such as Genesys, IVR technologies, SMS channel, and CTI toolbar options

• Excellent people and communication skills able to effectively provide feedback and drive issue resolution and root cause analysis

• Plans and carries out responsibilities with minimal direction and works well under pressure

• Four-year college degree in business or technical area

Location:

• Work from home flexibility, United States

• Up to 10% travel within US

Our Promise:

At Guardian, youll have the support and flexibility to achieve your professional and personal goals. Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

We Offer:

• Meaningful and challenging work opportunities to accelerate technology and innovation in a secure and compliant way.

• Competitive compensation

• Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period

• Life and disability insurance

• A great 401(k) with match

• Tuition assistance, paid parental leave and backup family care.

• Dynamic, modern work environments that promote collaboration and creativity.

• Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.

• Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability, and advocate for diversity & inclusion in all that we do.

Primary Location:

Remote - United States

Other Locations:

Job:

IT

Schedule:

Full time

Equal Employment Opportunity:

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.