Oracle Siebel Contact Center – Mid to Senior Level

Overview
Core Platform Expertise

• Oracle Siebel CRM (Contact Center / Call Center modules)Strong hands-on experience configuring and supporting Siebel for high-volume customer service environments.
• Siebel Tools
• Business Components, Business Objects
• Applets, Views, Screens
• Workflows and Runtime Events
• Task UI and service workflows
• Scripting (eScript / Siebel VB)
• Data Model and Configuration
• Extension tables
• Joins and links
• Picklists, LOV management
• Data validation and business rules

Contact Center Capabilities

• Experience implementing and supporting agent workflows including:
• Case / Service Request management
• Customer interaction history
• Knowledge management integration
• Complaint and escalation workflows
• Agent desktop configuration
• Omnichannel interaction management
• Understanding of how Siebel supports:
• inbound call workflows
• agent screen-pops
• guided resolution processes
• customer 360 views

CTI and Telephony IntegrationExperience integrating Siebel with telephony platforms using Computer Telephony Integration (CTI).Typical environments include:

• Siebel CTI Toolbar
• Open UI integrations
• Telephony platforms such as:
• Cisco UCCE / UCCX
• Avaya
• Genesys
• NICE

Capabilities include:

• screen-pop configuration
• call event handling
• agent state management
• interaction logging

Integration and MiddlewareExperience integrating Siebel with enterprise systems.Technologies may include:

• Siebel EAI
• Web Services (SOAP / REST)
• Integration Objects
• XML messaging
• JMS / middleware platforms
• Oracle SOA Suite
• API integrations with billing, identity, and customer systems

Performance and ScalabilityExperience supporting large contact center deployments.Skills include:

• Siebel performance tuning
• SQL and database optimization (Oracle DB)
• Batch processing and EIM
• Workflow performance tuning
• Load troubleshooting for high agent concurrency

Deployment and ArchitectureExperience in enterprise Siebel environments including:

• Siebel Server architecture
• Gateway / Application Interface
• Open UI deployments
• Multi-environment release management
• Dev / Test / Prod lifecycle

Experience working with:

• Linux / Unix server environments
• Web servers (Apache / Tomcat)
• CI/CD or release automation

Contact Center Operations UnderstandingMid-to-senior candidates should also understand operational realities:

• agent productivity workflows
• call center KPIs
• escalation processes
• regulatory environments (healthcare, financial services, government)

Preferred ExperienceSiebel Open UI customizationJavaScript developmentSiebel upgrade or modernization projectsMigration to cloud or hybrid architecturesExperience with large government or enterprise customer service platforms

Pay: $50.00 - $115.00 per hour

Work Location: Remote