Oracle CX Service/Field Service Consultant
IBM, University Park, TX, United States
Overview
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. Your role and responsibilities A career in IBM Consulting is rooted in long-term relationships and close collaboration with clients across the globe. You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio. Your role and responsibilities
Lead Oracle CX Service and Field Service
implementations across business units, ensuring alignment with customer experience strategies, operational goals, and service-level objectives.
Design, configure, and deploy Oracle Service Cloud and Oracle Field Service (OFS) solutions, including service requests, work orders, scheduling, routing, and mobile workforce enablement.
Collaborate with Customer Service, Field Operations, Dispatch, IT, and Integration teams to gather requirements and translate them into scalable Oracle CX Service solutions.
Manage end-to-end service lifecycle processes, from case intake and triage to field execution, resolution, and customer follow-up.
Configure intelligent scheduling, capacity planning, and routing rules within Oracle Field Service to optimize technician utilization and improve first-time fix rates.
Integrate Oracle CX Service and Field Service with upstream and downstream systems such as Oracle Sales, ERP, Inventory, and third-party platforms to support seamless service operations.
Develop dashboards and reports to track service KPIs such as response times, SLA compliance, technician productivity, and customer satisfaction.
Provide functional and technical leadership throughout the project lifecycle, including solution design, configuration, testing, deployment, and post-go-live support.
Mentor junior consultants and client stakeholders on Oracle CX Service and Field Service best practices.
Ensure data integrity, system performance, and reliability through rigorous testing, validation, and troubleshooting.
This role can be performed from anywhere in the U.S. Education and Experience
Required education Bachelor's Degree Required technical and professional expertise
5+ years of experience with Oracle Cloud CX, with a strong focus on
Oracle Service Cloud and/or Oracle Field Service
implementations.
Solid understanding of customer service operations, field service management, and workforce optimization concepts.
Hands-on experience configuring service requests, work orders, activity types, routing plans, and mobile workforce solutions in Oracle Field Service.
Experience integrating Oracle CX Service and OFS with CRM, ERP, inventory, or billing systems.
Strong knowledge of Oracle CX architecture and data models.
Experience with Oracle Redwood UI and familiarity with AI-assisted CX capabilities such as predictive routing and intelligent scheduling.
Excellent communication and collaboration skills, with the ability to work across business and technical teams.
About IBM Consulting
IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet. Your Life @ IBM
In a world where technology never stands still, dedication to our clients’ success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment every day, all whilst having continuous trust and support in an environment where everyone can thrive regardless of background. Our IBMers are growth-minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They provide ongoing feedback to help other IBMers grow, collaborate with colleagues, and contribute to a team-focused approach to drive exceptional outcomes for our customers. The courage IBMers have to make critical decisions every day is essential to IBM becoming the catalyst for progress, embracing challenges with available resources and an outcome-focused mindset. Are you ready to be an IBMer? About IBM
IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world. Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, but also one of the biggest technology and consulting employers. IBM is proud to be an equal-opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Other relevant job details
IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well-being
Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long-term disability coverage, and opportunities for performance-based salary incentive programs
Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
Diverse and inclusive employee resource groups, giving & volunteering opportunities, and discounts on retail products, services & experiences
We consider qualified applicants with criminal histories, consistent with applicable law. This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role. IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship. The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. Job Title Oracle CX Service and Field Service Lead Date posted 11-Mar-2026 Job ID 102138
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A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. Your role and responsibilities A career in IBM Consulting is rooted in long-term relationships and close collaboration with clients across the globe. You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio. Your role and responsibilities
Lead Oracle CX Service and Field Service
implementations across business units, ensuring alignment with customer experience strategies, operational goals, and service-level objectives.
Design, configure, and deploy Oracle Service Cloud and Oracle Field Service (OFS) solutions, including service requests, work orders, scheduling, routing, and mobile workforce enablement.
Collaborate with Customer Service, Field Operations, Dispatch, IT, and Integration teams to gather requirements and translate them into scalable Oracle CX Service solutions.
Manage end-to-end service lifecycle processes, from case intake and triage to field execution, resolution, and customer follow-up.
Configure intelligent scheduling, capacity planning, and routing rules within Oracle Field Service to optimize technician utilization and improve first-time fix rates.
Integrate Oracle CX Service and Field Service with upstream and downstream systems such as Oracle Sales, ERP, Inventory, and third-party platforms to support seamless service operations.
Develop dashboards and reports to track service KPIs such as response times, SLA compliance, technician productivity, and customer satisfaction.
Provide functional and technical leadership throughout the project lifecycle, including solution design, configuration, testing, deployment, and post-go-live support.
Mentor junior consultants and client stakeholders on Oracle CX Service and Field Service best practices.
Ensure data integrity, system performance, and reliability through rigorous testing, validation, and troubleshooting.
This role can be performed from anywhere in the U.S. Education and Experience
Required education Bachelor's Degree Required technical and professional expertise
5+ years of experience with Oracle Cloud CX, with a strong focus on
Oracle Service Cloud and/or Oracle Field Service
implementations.
Solid understanding of customer service operations, field service management, and workforce optimization concepts.
Hands-on experience configuring service requests, work orders, activity types, routing plans, and mobile workforce solutions in Oracle Field Service.
Experience integrating Oracle CX Service and OFS with CRM, ERP, inventory, or billing systems.
Strong knowledge of Oracle CX architecture and data models.
Experience with Oracle Redwood UI and familiarity with AI-assisted CX capabilities such as predictive routing and intelligent scheduling.
Excellent communication and collaboration skills, with the ability to work across business and technical teams.
About IBM Consulting
IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet. Your Life @ IBM
In a world where technology never stands still, dedication to our clients’ success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment every day, all whilst having continuous trust and support in an environment where everyone can thrive regardless of background. Our IBMers are growth-minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They provide ongoing feedback to help other IBMers grow, collaborate with colleagues, and contribute to a team-focused approach to drive exceptional outcomes for our customers. The courage IBMers have to make critical decisions every day is essential to IBM becoming the catalyst for progress, embracing challenges with available resources and an outcome-focused mindset. Are you ready to be an IBMer? About IBM
IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world. Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, but also one of the biggest technology and consulting employers. IBM is proud to be an equal-opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status. Other relevant job details
IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:
Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well-being
Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long-term disability coverage, and opportunities for performance-based salary incentive programs
Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
Diverse and inclusive employee resource groups, giving & volunteering opportunities, and discounts on retail products, services & experiences
We consider qualified applicants with criminal histories, consistent with applicable law. This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role. IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship. The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. Job Title Oracle CX Service and Field Service Lead Date posted 11-Mar-2026 Job ID 102138
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