Software Engineer II-Oracle Service Cloud

  • Walmart
  • Bentonville, AR, United States
  • 06/18/2022

Job Description

Position Summary...

What you'll do...

The Software Engineer II will work as part of the Contact Center Technology - CRM Team to deliver enhancements and new functionalities into our Oracle Service Cloud (a.k.a. RightNow or B2C Service) implementation across our Business Units.

You will collaborate with internal stakeholders to understand business requirements and implement best in class solutions for our Contact Center teams; helping to deliver tangible benefits through improvements to the customer service offering, associate experience and operating costs.

The ideal candidate will be a true Solution Consultant, who is able to provide new and innovative ways to solve complex business problems. The role would suit candidates with experience of Web Design / Development, gained either through work experience or education; however full Oracle Service Cloud training will be provided once in role.

The ins and outs:

Working to agile methodology you will be:
  • Responsible for understanding business requirements and being able to turn these into a functional specification, technical design, implementation, and support of the Service Cloud solution.
  • Implement technical designs, which can include web front-end development, scripts, custom reports, and integrations with other applications.
  • Define, document, and align user profiles with business functions, creating workspaces, developing automated workflows, custom fields, and business rule enhancements.
  • Provide administrative support on when needed., including provisioning and de-provisioning of functionality and first line support for Contact Center incident requests.
  • Define, document, and oversee the use of test scripts during Unit and User Acceptance Testing, remediating any issues and communicating resolutions with stakeholders.
  • Analyse and produce information from the system to track configuration improvements and highlight development opportunities.
  • Excellent verbal and written communication skills; with the ability to engage with and influence stakeholders at all levels.

What you'll need:
  • 2+ years of implementation and support experience with Oracle Service Cloud systems, gained either through education or work experience.
  • Oracle Service Cloud Browser User Interface (BUI) Development experience with JavaScript, HTML, CSS.
  • Working experience in Agent Desktop, Workspaces and Workflows, Agent Scripting, Knowledge Management, Rules, UI Customisation, Analytics, Custom Objects and ROQL.
  • Ability to use SQL and understanding of relational database.
  • A good understanding of PHP, HTML, CSS, .NET, Object Orientated Programming and JavaScript.
  • Working knowledge of Microsoft Office and ideally be able to use JIRA.
  • The ability to work at pace on your own initiative and as part of a team.
  • Manage own workload along with stakeholder expectations.
  • Ability to work on several projects concurrently and see the bigger picture.

Manages small to medium-sized complex team projects by reviewing and understanding project requirements; translating requirements into technical solutions; researching and identifying alternative solutions; determining needed solutions based on return on investment and value add to the business; gathering needed information (for example, design documents, product requirements, wire frames); writing and developing code; communicating status and issues to appropriate team members and stakeholders; collaborating with project team and cross-functional teams ;identifying areas of opportunity; interpreting information and identifying a solution; ensuring solution is sustainable across implementation and use; and ensuring on-time delivery and hand-offs.

Provides support to the business for new and existing systems by responding to user questions, concerns, and issues (for example, technical feasibility); researching and identifying needed solutions; determining implementation designs; providing guidance regarding implications of new and enhanced systems; and directing users to appropriate contacts for issues outside of own domain.

Troubleshoots business and production issues by gathering information (for example, issue, impact, criticality); performing root cause analysis to reduce future issues; engaging support teams when needed; developing solutions; driving the development of an action plan; performing actions as designated in the plan; and completing online documentation.

Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.

Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.

Models compliance with company policies and procedures and supports company standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

Live our Values
Culture Champion
• Models the Walmart values to foster our culture; holds oneself and others accountable; and supports Walmart's commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.
Servant Leadership
• Acts as an altruistic servant leader and is consistently humble, self-aware, honest, and transparent.
Embrace Change
Curiosity & Courage
• Demonstrates curiosity and a growth mindset; fosters an environment that supports learning, innovation, and intelligent risk-taking; and exhibits resilience in the face of setbacks.
Digital Transformation & Change
• Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working.
Deliver for the Customer
Customer Focus
• Delivers expected business results while putting the customer first and consistently applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.
Strategic Thinking
• Adopts a holistic perspective that considers data, analytics, customer insights, and different parts of the business when making plans and shaping the team's strategy.
Focus on our Associates
Diversity, Equity & Inclusion
• Identifies, attracts, and retains diverse and inclusive team members; builds a high-performing team; embraces diversity in all its forms; and actively supports diversity goal programs.
Collaboration & Influence
• Builds strong and trusting relationships with team members and business partners; works collaboratively and cross-functionally to achieve objectives; and communicates with energy and positivity to motivate, influence, and inspire commitment and action.
Talent Management
• Creates a discipline and focus around developing talent, promotes an environment allowing everyone to bring their best selves to work, empowers associates and partners to act in the best interest of the customer and company, and regularly recognizes others' contributions and accomplishments.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Bachelor's degree in Computer Science and 1 years' experience in software engineering or related field OR 3 years' experience in software engineering or related field.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Primary Location...
2914 Se I St, Bentonville, AR 72712-3148, United States of America

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