Oracle Fusion CX Functional Consultant

Oracle Fusion CX Functional Consultant

Location: Dubai, UAE
Department: Group IT

Role Overview

The Oracle Fusion CX Functional Consultant will lead the implementation and continuous improvement of customer experience solutions across our manufacturing and service operations.

The successful candidate must have completed multiple end-to-end Oracle CX implementations in the manufacturing and/or service industry, with strong hands‑on experience translating business requirements into integrated, scalable solutions.

Modules in Scope

• Oracle CPQ: Product configuration, pricing, quotation management, proposal generation, profitability controls, contract and subscription quoting, and quote‑to‑order conversion.
• Oracle Sales Enterprise: CRM, customer and account management, sales opportunities, pipeline management, and forecasting.
• Oracle Service Enterprise: After‑sales service, service centre and call centre operations, ticketing, and service request management.
• Oracle Field Service: Field maintenance, technician scheduling, appointment booking, dispatching, and service execution.
• Oracle Subscription Management: Subscription lifecycle management, renewals, and support for warranty and maintenance contract processes.

Key Responsibilities

• Lead business discovery workshops with sales, customer service, after‑sales, and field service teams.
• Assess existing processes and recommend improvements aligned with Oracle standard functionality and industry best practices.
• Prepare solution designs, process maps, configuration documents, and functional specifications.
• Configure the applications and manage functional delivery throughout the implementation lifecycle.
• Design integrated processes covering lead‑to‑quote, quote‑to‑order, service requests, field service delivery, and subscription renewals.
• Work with ERP and integration teams to connect CX applications with product data, inventory, order management, finance, and relevant external systems.
• Define data migration requirements and support data cleansing, mapping, validation, and reconciliation.
• Lead functional testing, support integration testing, and coordinate user acceptance testing and issue resolution.
• Deliver user training, operating procedures, and knowledge transfer to internal teams.
• Support cutover, go‑live, stabilisation, and ongoing enhancements.
• Coordinate with implementation partners, challenge proposed solutions, and ensure delivery meets agreed business requirements.

Required Qualifications and Experience

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related discipline.
• A minimum of three completed end‑to‑end Oracle CX implementations, including at least two in manufacturing and/or service organisations.
• Strong hands‑on functional experience across the listed modules, with demonstrated ability to deliver integrated CX processes.
• Experience with complex product configurations, pricing structures, approval workflows, and quotation processes.
• Strong understanding of after‑sales operations, equipment maintenance, warranties, service contracts, and field workforce scheduling.
• Experience defining integrations between Oracle CX and Oracle Fusion ERP/SCM, preferably using Oracle Integration Cloud.
• Proven ability to manage workshops, configuration, testing, data migration, training, and go‑live activities.
• Strong communication, documentation, stakeholder management, and problem‑solving skills.

Preferred Experience

• Relevant Oracle certifications.
• Experience in industrial equipment, engineered products, automotive, or equipment service businesses.
• Experience supporting multi‑company and multinational implementations.
• Familiarity with Oracle AI capabilities, service analytics, and process automation.