CX Cloud Consultant

Job Overview & Responsibilities:

Mythics seeks an experienced Senior CX Cloud Consultant with experience in implementing Oracle CX Cloud and Oracle Mobile Application framework to join our practice. This is a hands on role focused on enhancing existing landscape for the customer and working closely with our customers with routine reviews on suggestions and solutions. Candidate must be proficient in solution design, business process analysis, configuration, testing and system integration. This is a remote position.

Responsibilities

• Serve as the senior developer for Oracle Service Cloud (OSvC), leading the design, development, and implementation of technical solutions.
• Own and deliver technical features, enhancements, and user stories that align with business objectives and client needs.
• Evaluate the impact of proposed changes and recommend scalable, efficient solution improvements.
• Lead technical workshops, demonstrations, and working sessions, collaborating effectively with cross-functional teams and clients.
• Prepare, maintain, and review detailed system documentation, including technical specifications and user guides.
• Monitor and analyze agent and system performance to identify gaps, optimize efficiency, and improve overall service delivery.
• Provide data-driven insights through ad hoc reporting, analytics, and performance dashboards to support business decisions and success metrics.
• Design and maintain custom reports and dashboards tailored to stakeholder needs.
• Perform application administration tasks, including user and role management, configuration updates, data rules, and feature activations.
• Enhance and maintain mobile applications for iOS and Android using the Oracle Mobile Application Framework (Oracle MAF).
• Continuously assess client operations, recommend CX best practices, and drive measurable improvements in efficiency and effectiveness.

Other Duties

• Perform all other duties, as assigned.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• 10+ years of hands-on development experience with Oracle Service Cloud (OSvC), including deep knowledge of Oracle APIs.
• Proven track record delivering end-to-end OSvC implementations, including at least three full project lifecycles (preferred).
• Experience designing and building custom solutions using the OSvC framework (.NET, JavaScript) and the Widget Framework (UI/UX layers).
• Demonstrated expertise integrating OSvC with COTS platforms, middleware, and cloud telephony solutions (e.g., Genesys, IVR, SMS, CTI toolbars).
• Proficiency in integration technologies such as SOAP and REST APIs in the context of Oracle Service Cloud (RightNow CX).
• Strong background performing root-cause analysis, technical troubleshooting, and data migration for complex environments.
• Oracle Service Cloud certification (preferred).
• Familiarity with Oracle Mobile Application Framework (Oracle MAF) considered a plus.

• In-depth knowledge of OSvC components: Agent Desktop, Workspaces & Workflows, CPM, Agent Scripting, Knowledge Management, Rules, UI customization, Analytics, Custom Objects, and ROQL.
• Understanding of Oracle Service Cloud architecture layers, specifically OIA, OSvC, and UI/UX (Widget Framework).
• Skilled in extending, customizing, and developing Oracle Service Cloud widgets for Chat, Knowledge, and Email.
• Strong grasp of Oracle Policy Automation (Intelligent Automation), Knowledge Advanced, Social Relationship Management, and Oracle Mobile Service Cloud/Chat Bot functionality.
• Ability to configure and manage Oracle/RightNow CX components, business rules, and integrations across systems.
• Experience designing and documenting business processes, solution architecture, testing, and user training.
• Excellent analytical and problem-solving abilities for identifying performance gaps and optimizing system efficiency.
• Exceptional communication and stakeholder engagement skills, with proven success collaborating across business and technical teams.
• Capable of handling complex UI customization and integrations involving multiple systems.

Company Overview:

As a federal government contractor and a recipient of federal funding, Mythics and Emergent is required to abide by the Drug-Free Workplace Act, which requires Mythics and Emergent to provide a drug-free workplace, among other obligations. As part of this effort, Mythics and Emergent requires pre-employment drug tests for all candidates for employment. Please note that marijuana (including medical marijuana) is designated as a controlled substance under federal law and will be screened for in the drug test.

Why work at Mythics?

Because at Mythics, YOU count At Mythics, our Corporate Values are at the foundation of everything we do. Our values, Respect – Empathy – Excellence – Fun (REEF), have created an environment that fosters creative thinking, respects your contributions, and accepts nothing less than excellence in serving our customers. At Mythics, you will experience a truly enjoyable corporate culture. But don't just take our word for it

Enjoy Tailored Benefits to Suit Your Needs with our Flexible Options. Our benefit options include:

• Comprehensive Health, Dental, and Vision plans
• Premier 401k retirement plan with corporate matching and a 529 college saving plan
• Tax-advantaged Health Savings Account and Dependent Care Flexible Spending Account options
• Legal Resources

Unlock Exclusive Benefits for Full-Time Employees:

• Generous work/life balance opportunities supported by a PTO bank, paid holidays, leave programs and additional flex time off
• Employee referral program
• Employee recognition, gift and reward program
• Tuition reimbursement for continuing education
• Remote or hybrid work options
• Engaging company events such as team building activities, annual awards and kick-off parties
• Health and wellness-focused activities
• Relaxation Spaces
• In-office gourmet coffee, tea, fresh fruit and healthy snacks
• Corporate GREEN approach – tracking energy consumption for reduction and purchasing only environmentally friendly products for our offices

Founded in 2000, Mythics is an award-winning Oracle systems integrator, consulting firm, managed services provider and elite Oracle platinum resale partner. Our business model is all about deep knowledge of Oracle technologies and business processes. We offer procurement and Oracle systems integration expertise across the full range of Oracle cloud, software, support, hardware, engineered systems, and appliances. It's a focus that gives us the critical business experience and the Oracle technology advantage you need to succeed.

Mythics, LLC is an equal opportunity employer. In accordance with applicable federal, state, and/or local law, all qualified applicants will receive consideration regardless of race, color, religion, national origin, sex, disability, sexual orientation, gender identity, age, marital status, medical condition, veteran status, or other factors protected by law. We offer equal opportunity in compensation, advancement opportunities, and all other terms and conditions of employment. As a federal government contractor, Mythics has developed and maintains a written Affirmative Action Program relating to individuals with disabilities and protected veterans, which sets forth the policies, practices and procedures to which the Company is committed in order to ensure that its policy of nondiscrimination and affirmative action for qualified individuals with disabilities and protected veterans is followed. For those unable to complete an online application, alternative methods are available by contacting For more information about Federal laws prohibiting job discrimination, please read Know Your Rights.