About the Role
This position involves leading various workshops focused on Customer Experience (CX) and Contract Lifecycle Management (CLM) to understand and enhance customer and investor journeys. You will engage in significant configuration and validation of Oracle systems, ensuring seamless alignment between contracts, sales, and service processes. Your expertise will contribute to the design of functional boundaries and integration specifications that prevent data duplication and enhance operational efficiency. You will also oversee critical testing phases and support the transition to live operations.
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Key Responsibilities
- Lead CX/CLM discovery, CRP1/fit-to-standard, and CRP2/TO-BE workshops covering customer/investor journeys, revenue contracts, sales interactions, inquiries, complaints, and service requests.
- Configure and validate Oracle Enterprise Contracts for contract templates, clauses, approvals, obligations, amendments, renewals, commercial controls, and billing triggers.
- Configure and validate Oracle Fusion Sales/Service for customers/investors, accounts/contacts, opportunities, interactions, communications, inquiries, complaints, and service requests within the defined scope.
- Define functional boundaries between Enterprise Contracts, Sales/Service, Financials, Procurement, AMS, and any approved extensions, preventing data duplication for customer, contract, asset, or permit master data.
- Own CX/CLM sections of RD.011, RTM, and BF.016/application configuration baseline, documenting standard-versus-extension decisions.
- Define contract/customer data migration requirements with the Data Migration Lead, including customer/investor, contract, clause/obligation, and relevant open-transaction data.
- Define functional integration requirements for customer, contract, asset/permit references, billing/invoicing/collections, e-signature/document services, and AMS; validate MD.050/MD.070 designs and interface outcomes.
- Design role-based approvals and commercial workflows aligned with Delegation of Authority, security, and audit requirements.
- Define CX/contract dashboards, operational reports, and KPIs while validating reporting outputs.
- Prepare and support SIT/E2E/UAT scenarios spanning lead/opportunity-to-contract, contract change/renewal, billing trigger hand-off, customer service, and complaint/enquiry processes.
- Support cutover, final data validation, production readiness, hypercare, and knowledge transfer to Commercial/Customer teams.
Requirements
- A minimum of 8-10+ years in Oracle CX/Contracts/commercial systems consulting is preferred.
- At least 2 end-to-end Oracle Fusion Enterprise Contracts implementations with strong experience in Oracle Sales and/or Service; direct hands-on exposure to both Sales and Service is strongly preferred.
- Demonstrable experience integrating Enterprise Contracts with ERP Financials/Receivables and external operational systems through OIC or equivalent governed integration.
- Experience with customer/contract data migration, commercial workflows, SIT/UAT, and go-live/hypercare is required.
- Bachelor’s degree in Business, Information Systems, or a related discipline; relevant Oracle CX/Enterprise Contracts certification is advantageous.
Key Delivery Outputs / Accountabilities
- CX/CLM TO-BE design, fit/gap decisions, and RTM content.
- Approved BF.016/application configuration baseline for Enterprise Contracts and Sales/Service.
- Customer/investor and contract migration requirements under CV.010.
- Functional integration/reporting requirements and applicable MD.050/MD.070 inputs.
- TE.040 CX/CLM test scenarios/evidence and TE.130 UAT acceptance support.
- Cutover, production validation, and hypercare support for customer and contract processes.
