Technical Director- Application Architect, CSS Global SaaS & Apps Delivery

Oracle•United States,

50d•$103,000 - $264,100•Hybrid

About The Position

We are seeking an experienced and highly skilled Technical Director - Application Architect to join our elite team. The ideal candidate will have at least 15 years of industry experience, with a strong background in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products. This role requires functional expertise in at least one area of Oracle Fusion and the ability to lead a team of experts dedicated to resolving complex customer issues and improving overall customer satisfaction.

Requirements

Minimum of 15 years of industry experience in implementing, supporting, and managing customer escalations within Oracle Fusion SaaS products.
Functional Expertise: Proficiency in HCM - Payroll area of Oracle Fusion SaaS.
Leadership Skills: Proven ability to lead and mentor a team of experts, driving high performance and effective collaboration.
Customer Focus: Strong customer service orientation with a demonstrated ability to manage and resolve complex customer issues.
Communication Skills: Excellent verbal and written communication skills, with the ability to effectively convey complex information to various stakeholders.
Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and resolving issues.
Project Management: Experience in managing projects and initiatives aimed at improving customer support and satisfaction.
Technical Knowledge: Solid understanding of Oracle Fusion architecture, integration, and best practices.
Adaptability: Ability to thrive in a fast-paced, dynamic environment, and manage multiple priorities effectively.

Nice To Haves

A Master's degree or relevant certifications (e.g., PMP, ITIL) is a plus.

Responsibilities

Lead the resolution of critical customer issues by collaborating with cross-functional teams, ensuring timely and effective solutions.
Guide and mentor a team of Oracle Fusion experts, fostering a collaborative and high-performance environment.
Apply in-depth knowledge in at least one Oracle Fusion SaaS product HCM - Payroll area to address and resolve customer problems.
Identify and implement process improvements to enhance customer support and satisfaction.
Serve as a primary point of contact for escalated issues, providing regular updates to customers and internal stakeholders.
Conduct thorough investigations to determine the root cause of issues and implement corrective actions to prevent recurrence.
Develop training materials and conduct training sessions for team members and customers to improve product understanding and issue resolution capabilities.
Maintain detailed records of customer interactions, issue resolutions, and process improvements.
Monitor and report on key performance indicators (KPIs) related to customer support and satisfaction, driving continuous improvement.
Lead crisis management efforts during major incidents, ensuring rapid and effective resolution while minimizing impact on customers.

Benefits

Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
May be eligible for bonus, equity, and compensation deferral.