About the Role
This position involves leading a comprehensive discovery and implementation process for Customer Experience (CX) and Contract Lifecycle Management (CLM) systems. You will be responsible for orchestrating workshops to analyze customer and investor journeys, handling revenue contracts, managing sales interactions, and addressing inquiries, complaints, and service requests. Your expertise will drive the configuration and validation of Oracle Enterprise Contracts and Oracle Fusion Sales/Service systems, ensuring they meet the defined functional boundaries and integration requirements.
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Key Responsibilities
- Lead CX/CLM discovery, CRP1/fit-to-standard, and CRP2/TO-BE workshops.
- Configure and validate Oracle Enterprise Contracts, including contract templates, clauses, approvals, obligations, amendments, renewals, and commercial controls.
- Configure and validate Oracle Fusion Sales/Service for customer/investor interactions, opportunities, and complaints within the defined scope.
- Define functional boundaries between Enterprise Contracts, Sales/Service, Financials, Procurement, AMS, and approved extensions to avoid data duplication.
- Own the CX/CLM sections of RD.011, RTM, and BF.016/application configuration baseline, documenting standard versus extension decisions.
- Specify contract/customer data migration requirements with the Data Migration Lead, focusing on data related to customers/investors, contracts, clauses/obligations, and open transactions.
- Define functional integration requirements for customer and contract references, billing/invoicing/collections, e-signature, and AMS; validate design and interface outcomes (MD.050/MD.070).
- Design role-based approvals and commercial workflows in alignment with delegation of authority, security, and audit standards.
- Define CX/contract dashboards, operational reports, and KPIs, validating reporting outputs.
- Prepare and support System Integration Testing (SIT), End-to-End (E2E) testing, and User Acceptance Testing (UAT) scenarios covering various contract-dependent processes.
- Aid in cutover processes, final data validation, production readiness, and provide hypercare support and knowledge transfer to Commercial/Customer teams.
Requirements
- 8-10+ years of experience in Oracle CX, contracts, or commercial systems consulting preferred.
- At least 2 end-to-end implementations of Oracle Fusion Enterprise Contracts, with strong experience in Oracle Sales and/or Service; direct hands-on exposure is highly preferred.
- Demonstrable experience in integrating Enterprise Contracts with ERP Financials/Receivables and external operational systems through OIC or equivalent.
- Required experience with customer/contract data migration, commercial workflows, SIT/UAT, and go-live/hypercare activities.
- 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 documented under CV.010.
- Functional integration/reporting requirements and applicable MD.050/MD.070 inputs outlined.
- Test scenarios/evidence for TE.040 CX/CLM and UAT acceptance support (TE.130).
- Support for cutover, production validation, and hypercare for customer and contract processes.
