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Senior Software Engineer

Senior Software Engineer

Infinite

6 - 11 years

14 - 15 Lacs

Bengaluru

Posted:Just now| Platform:

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Skills Required

Claims Javascript Healthcare Workflow Customer service Oracle Analytics CRM Auditing Service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Oracle Fusion CX Cloud
Job Summary:
An Oracle Fusion Customer Service (CS) Techno-Functional Consultant with proven experience in Oracle Service Cloud (part of Oracle CX suite) to support healthcare-specific service operations. This role will bridge technical expertise and business understanding to deliver scalable patient/member service solutions aligned with regulatory and operational needs in the healthcare environment.
Key Responsibilities:
Functional Responsibilities:

Gather and analyze requirements from healthcare operations, contact centers, provider support, and member services teams.
Configure Oracle Service Cloud modules including:
- Service Request Management
- Knowledge Management
- Agent Desktop / Workspaces
- Queues, SLA, and Workflow Rules
- Incident Management
- Multichannel Communication (email, chat, phone, web portal)
Design solutions to support healthcare-specific use cases like:
- Member or patient inquiries and issue resolution
- Provider service requests and credentialing follow-ups
- Support for prior authorization, claims status, and appointment escalations
Define and configure service level agreements (SLAs), escalations, and assignment logic.

Technical Responsibilities:

Customize Oracle Service Cloud using:
- BUI Extensions, JavaScript, and PHP (for older RightNow implementations)
- Scripting and automation rules
- Workflow Designer for guided resolution flows
Integrate Oracle Service Cloud with:
- EHRs (like EPIC or Cerner)
- CRM, Claims, or Eligibility systems
- Identity systems for patient/member login and profile sync
Build reports and dashboards using Analytics and BI Publisher to track:
- Call center KPIs (first call resolution, AHT, SLA compliance)
- Request trends by category, escalation, and time
Support REST/SOAP API-based integrations for omnichannel communication and external system interoperability.

Required Skills & Experience:

6+ years of experience in customer service or CRM solutions, with hand-on in Oracle Service Cloud / Fusion CX / RightNow .
Strong techno-functional expertise in configuration, scripting, workflow, and case management.
Experience in healthcare service operations, such as:
- Member engagement
- Provider relations
- Claims or benefits support
Understanding of healthcare data sensitivity, HIPAA compliance, and audit trail requirements.

Preferred Qualifications:

Experience integrating with healthcare applications (EHR, PBM, Claims, Payer Core)
Knowledge of Genesys or Twilio integration for telephony
Familiarity with digital front doors, patient/member portals, or virtual agents
Oracle CX Cloud or Service Cloud certification [Good to have]

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Senior Software Engineer