Oracle CX / CRM - CX Solution Architect

• Lead end-to-end functional solutioning and business consulting for Oracle CX Cloud implementations
• Drive customer engagement across Sales, Service, CPQ, Subscription, Marketing, and Field Service solutions
• Act as business advisor, presales leader, and solution architect for CX transformation initiatives, Solution Architecture & Business Consulting
• Define end-to-end CX solution blueprint aligned to business objectives, customer journeys, and industry best practices
• Design Lead-to-Cash and Service (Request-to-Resolution) business processes and transformation roadmaps
• Drive fit-gap analysis and recommend optimal functional solution leveraging Oracle CX capabilities
• Prepare and present Solution Design Documents (SDD), business flows, and future-state architecture

Customer Engagement & Consulting

• Lead customer workshops, discovery sessions, and executive discussions
• Understand business challenges and translate them into CX transformation opportunities
• Engage with business stakeholders to align CX solutions with strategic business goals
• Act as trusted advisor throughout the transformation lifecycle

Presales & Solutioning

• Lead solutioning for RFPs, proposals, and client pursuits
• Create compelling solution narratives, value propositions, and transformation roadmaps
• Deliver demos, POCs, and solution walkthroughs tailored to customer scenarios
• Support estimation, sizing, and commercial discussions for CX engagements

Business Process Design & Transformation

• Define and optimize key CX processes:

• Lead-to-Opportunity / Quote-to-Cash
• Service Request to Resolution
• Customer lifecycle management

Recommend best practices aligned to Oracle Modern Business Processes

Drive process standardization and transformation initiatives across industries

Solution Governance & Delivery Oversight

• Provide functional solution governance and design reviews across delivery lifecycle
• Ensure alignment of implementation with business objectives and approved solution design
• Collaborate with technical architects, delivery teams, and client stakeholders
• Ensure adoption of best practices, accelerators, and reusable assets

Stakeholder Management & Leadership

• Manage senior stakeholders including business leaders and sponsors
• Bridge gap between business and technology teams
• Lead cross-functional teams across geographies and business units
• Drive consensus and decision-making across complex programs

• Oracle CX Cloud (Sales, Service, CPQ, Marketing, Subscription, Field Service, Logistics cloud)
• CRM and Customer Experience transformation strategies
• CX business processes (Lead-to-Cash, Service lifecycle)

Experience in:

• Business process reengineering and consulting
• Solution blueprinting and functional architecture
• Industry-specific CX use cases and best practices

Consulting & Presales Skills

• Strong experience in presales, solutioning, and client presentations
• Ability to craft compelling business cases and value propositions
• Experience in conducting workshops and executive-level discussions
• Strong storytelling and solution articulation skills

Soft Skills

• Excellent client-facing consulting and stakeholder management skills
• Strong communication and executive presentation ability
• Ability to influence business decisions and drive transformation programs
• Strong analytical thinking and problem-solving mindset

Experience & Qualifications

• 10+ years IT experience with 6+ years in Oracle CX
• Proven experience as Solution Architect / Functional Architect
• Experience in multiple end-to-end CX implementations and presales engagements
• Bachelor s in Engineering / Business / IT (MBA preferred for consulting roles)
• Strong functional exposure across CX lifecycle and business processes

Success Metrics / Expectations

• Successful CX transformation consulting and solutioning for clients
• High-quality solution proposals and improved deal win rates
• Strong business alignment and customer satisfaction
• Adoption of industry best practices and standardized processes

(Optional Value Add for Your Practice)

• Experience in AI / GenAI-driven CX transformation use cases
• Industry domain expertise (Manufacturing / Public Sector / BFSI / Healthcare)
• Experience in CX transformation strategy, GTM, and consulting frameworks