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About the Role The position involves leading customer experience (CX) and contract lifecycle management (CLM) initiatives, focusing on the implementation and optimization of Oracle systems. The successful candidate will conduct workshops to uncover requirements, configure various Oracle solutions, and ensure functional alignments across different business areas. This role requires a blend of strategic oversight, functional expertise, and hands-on activity to achieve operational readiness and support post-implementation activities. 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 agreed billing triggers. - Configure and validate Oracle Fusion Sales/Service for customers/investors, accounts/contacts, opportunities, interactions, communications, inquiries, 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 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 of experience in Oracle CX, contracts, or 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 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.
