Job Description
The Onshore Oracle Sales Cloud App Support Analyst is responsible for delivering day-to-day functional and technical support, operational stability, and system enhancements for our enterprise Oracle CX Sales Cloud platform.
This role serves as the critical onshore liaison between business stakeholders (Sales, Sales Operations, and Commercial Leadership) and technical offshore development and infrastructure teams.
Key Responsibilities
Application Support & Incident Management
Serve as the primary onshore Tier 2/Tier 3 escalation point for user inquiries, defects, system alerts, and enhancement requests related to Oracle CX Sales Cloud.
Triage, troubleshoot, and resolve complex production issues within defined Service Level Agreements (SLAs).
Conduct thorough root-cause analysis (RCA) for recurring production defects and implement preventative resolutions.
Coordinate incident resolution and operational work with offshore support and development teams.
System Administration & Maintenance
Perform routine Oracle CX Sales Cloud administration tasks, including role-based security configurations, user provisioning, territory management, and data imports/exports.
Utilize Oracle Application Composer and Page Composer to configure standard/custom objects, fields, validation rules, page layouts, and Groovy scripting.
Monitor scheduled processes, background jobs, and error logs to maintain system health and data integrity.
Support Oracle quarterly patch analysis, regression testing, and validation of newly released features.
Business Stakeholder Collaboration & Enhancements
Partner closely with sales operations, marketing, and commercial teams to identify process bottlenecks and gather requirements for minor enhancements.
Translate business requirements into functional designs, configuration specifications, and test scripts.
Facilitate user acceptance testing (UAT) and support end-user training and adoption strategies.
Integrations & Data Management
Monitor, troubleshoot, and support inbound/outbound integrations between Oracle CX Sales Cloud and peripheral systems (ERP, CPQ, Marketing Automation, Data Warehouses via Oracle Integration Cloud or REST/SOAP APIs).
Support data governance initiatives, including duplicate resolution, bulk updates, and data cleansing routines using Oracle File-Based Data Import (FBDI) and Import Management.
Required Qualifications
Experience: 3+ years of hands-on experience supporting, configuring, and administering Oracle CX Sales Cloud (formerly Oracle Fusion Sales Cloud / Oracle Engagement Cloud).
Education: Bachelor s degree in Computer Science, Information Systems, Business Administration, or equivalent practical experience.
Functional Knowledge: Solid understanding of end-to-end Lead-to-Opportunity and Quote-to-Order business processes, Account/Contact management, Opportunity forecasting, and Territory/Quota management.
Technical Skills: Demonstrated proficiency in Application Composer, Page Composer, and writing Groovy scripts for custom business logic.
Experience with Oracle Security Console, custom job/data roles, and duty assignments.
Practical experience monitoring integrations via Oracle Integration Cloud (OIC), REST/SOAP web services, or middleware.
Familiarity with data loading tools (Oracle Import Management / FBDI).
Communication & Operations: Proven experience working in a hybrid onshore/offshore model with strong analytical, troubleshooting, and stakeholder-facing communication skills.
Preferred Qualifications
Oracle Cloud CX Sales Implementation Specialist Certification.
Experience with adjacent Oracle modules (Oracle CPQ Cloud, Oracle Service Cloud, Oracle ERP Cloud).
Working knowledge of BI Publisher and Oracle Transactional Business Intelligence (OTBI) for creating ad-hoc queries, reports, and dashboards.
Experience in an ITIL-aligned environment using tools such as ServiceNow, Jira, or Remedy for incident and change management.
Competencies & Soft Skills
Problem Solving: Strong diagnostic mindset with the ability to unpack complex functional/technical bugs under time constraints.
Stakeholder Management: Ability to manage expectations and convey technical concepts clearly to non-technical business users.
Autonomy & Collaboration: Self-starter capable of driving issues to completion while keeping distributed global teams aligned.
Job Responsibilities
Application Support & Incident Management
Serve as the primary onshore Tier 2/Tier 3 escalation point for user inquiries, defects, system alerts, and enhancement requests related to Oracle CX Sales Cloud.
Triage, troubleshoot, and resolve complex production issues within defined Service Level Agreements (SLAs).
Conduct thorough root-cause analysis (RCA) for recurring production defects and implement preventative resolutions.
Coordinate incident resolution and operational work with offshore support and development teams.
System Administration & Maintenance
Perform routine Oracle CX Sales Cloud administration tasks, including role-based security configurations, user provisioning, territory management, and data imports/exports.
Utilize Oracle Application Composer and Page Composer to configure standard/custom objects, fields, validation rules, page layouts, and Groovy scripting.
Monitor scheduled processes, background jobs, and error logs to maintain system health and data integrity.
Support Oracle quarterly patch analysis, regression testing, and validation of newly released features.
Business Stakeholder Collaboration & Enhancements
Partner closely with sales operations, marketing, and commercial teams to identify process bottlenecks and gather requirements for minor enhancements.
Translate business requirements into functional designs, configuration specifications, and test scripts.
Facilitate user acceptance testing (UAT) and support end-user training and adoption strategies.
Integrations & Data Management
Monitor, troubleshoot, and support inbound/outbound integrations between Oracle CX Sales Cloud and peripheral systems (ERP, CPQ, Marketing Automation, Data Warehouses via Oracle Integration Cloud or REST/SOAP APIs).
Support data governance initiatives, including duplicate resolution, bulk updates, and data cleansing routines using Oracle File-Based Data Import (FBDI) and Import Management.