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Senior CRM Engineer3

Apolis

Chicago, IL

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JOB DETAILS
SALARY
$40–$45 Per Hour
SKILLS
Application Programming Interface (API), Artificial Intelligence (AI), Automation, Best Practices, CRM Integration, Cloud Computing, Continuous Improvement, Conversation Engine, Customer Relationship Management (CRM), Customer Support/Service, Data Quality, Error Handling, Establish Priorities, Identify Issues, Leadership, Mentoring, Metrics, Multiplatform/Cross-Platform, Operational Improvement, Oracle, Oracle DBA (Database Administrator), Oracle Fusion Middleware, People Management, Performance Metrics, Performance Tuning/Optimization, Process Improvement, Requirements Management, Root Cause Analysis, Support Documentation, Systems Administration/Management, User Interface/Experience (UI/UX)
LOCATION
Chicago, IL
POSTED
1 day ago
Role: Senior CRM Engineer
Location: US Remote
 
Description and Location
Responsibilities:
 
Leadership & Ownership
 
  • Serve as the primary technical owner for Oracle Fusion Service Cloud
  • Lead design decisions for workflows, routing, and platform architecture
  • Partner with business stakeholders to translate requirements into scalable solutions
  • Mentor junior engineers and provide guidance on best practices
  • Drive platform roadmap, standards, and governance
 
Level 1 Oversight & Escalation
 
  • Provide escalation support for complex user and production issues
  • Ensure effective triage, prioritization, and resolution of incidents
  • Improve support processes, documentation, and knowledge sharing
 
Platform Administration & Configuration
 
  • Lead configuration and administration of Oracle Fusion Service Cloud, including:
  • Objects, fields, and layouts using Application Composer
  • Agent workspaces and UI design (including Redwood UX considerations)
  • Email and chat channel setup and routing
  • Business rules, validation logic, and automation
  • Develop advanced UI extensions and customizations using Visual Builder Studio
  • Define and enforce configuration standards and best practices
 
Workflows, Automation & Integrations
 
  • Architect and implement complex workflows including:
  • Inbound/outbound email and chat routing
  • SLA-driven processes, escalations, and notifications
  • Cross-platform workflows (Fusion + Five9 + LiveVox)
  • Lead integration design and troubleshooting (APIs, data flows, error handling)
  • Partner with engineering teams on scalable integration patterns
 
Digital & AI Capabilities
 
  • Lead design and implementation of conversational experiences using Oracle Digital Assistant (ODA)
  • Define chatbot strategy, flows, intents, and integrations with CRM workflows
  • Identify opportunities to expand self-service and reduce agent dependency
 
Reporting & Analytics
 
  • Design and deliver advanced reporting using OTBI
  • Partner with business to define KPIs and operational metrics
  • Ensure data integrity and consistency across platforms
 
Platform Operations & Continuous Improvement
 
  • Own platform stability, performance, and ongoing optimization
  • Lead root cause analysis for major incidents and recurring issues
  • Drive continuous improvement initiatives across tools, workflows, and processes
  • Stay current on Oracle Fusion Service Cloud roadmap and industry best practices
 

About the Company

A

Apolis

Since 1996, RJT has provided successful SAP, Oracle, and IT consulting solutions and staffing services to clients around the world. The new Apolis brings you the same personalized service fortified with a greater array of IT solutions, global expertise, and cost-management strategies.

We are a global IT consultancy that seamlessly integrates experts and leading-edge solutions into your organization so you can focus on what really matters.

COMPANY SIZE
500 to 999 employees
INDUSTRY
Computer/IT Services
EMPLOYEE BENEFITS
Paid Sick Days, Employee Referral Program, Employee Events, Retirement / Pension Plans
WEBSITE
https://www.apolisrises.com/

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