About the Role
This role involves leading the discovery, configuration, and validation processes for Oracle Enterprise Contracts and Oracle Fusion Sales/Service within customer experience (CX) and contract lifecycle management (CLM). The position requires a deep understanding of customer journeys, revenue contracts, and various service interactions. You will play a pivotal role in defining functional boundaries, integration requirements, and ensuring seamless data migration while also supporting testing phases and providing ongoing support post-implementation.
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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, enquiries, complaints, and service requests.
- Configure and validate Oracle Enterprise Contracts for contract templates, clauses, approvals, obligations, amendments, renewals, commercial controls, and agreed billing triggers.
- Configure and validate Oracle Fusion Sales/Service for customers/investors, accounts/contacts, opportunities, interactions, communications, enquiries, complaints, and service requests within confirmed scope.
- Define the functional boundary between Enterprise Contracts, Sales/Service, Financials, Procurement, AMS, and any approved extensions; prevent duplication of customer, contract, asset, or permit master data.
- Own CX/CLM sections of RD.011, RTM, and BF.016/application configuration baseline and document standard-versus-extension decisions.
- Define contract/customer data migration requirements with the Data Migration Lead, including requirements for 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, and validate 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
- 8-10+ years in Oracle CX / contracts / commercial systems consulting preferred.
- At least 2 end-to-end Oracle Fusion Enterprise Contracts implementations along with strong Oracle Sales and/or Service implementation experience; 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 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.
