Oracle CX - Senior Manager

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As an Oracle CX - Senior Manager you will lead client-facing Oracle Lead to Revenue consulting work, focusing on Oracle lead management, sales automation, marketing automation, and customer experience solutions that help organizations improve how they manage the customer journey from lead generation through revenue realization. As a Senior Manager you will guide large projects, shape process improvements, and draw on your influence, sound judgment, and industry knowledge to advise clients, solve complex issues, and develop diverse teams that contribute to operational excellence within our Oracle practice. In this role at PwC, you will bring structure to complex implementation efforts, translate business needs into practical system configuration choices, and provide direction across multiple work streams while maintaining clear communication with stakeholders.

Key Responsibilities

• Strategic CX Leadership
• Define the enterprise-wide Oracle CX strategy aligned with business goals and customer experience objectives.
• Build a multi-year roadmap covering Oracle Sales, Service, Marketing, Commerce, CPQ, and CX Analytics.
• Drive digital transformation initiatives focused on customer-centric processes.
• Advise executive stakeholders on innovation, platform modernization, and best practices.
• Solution Architecture & Platform Management
• Serve as the platform owner for the full Oracle CX Cloud suite.
• Oversee solution architecture, design standards, data flows, and integration patterns (OIC, REST APIs, middleware).
• Ensure high availability, scalability, and performance of CX applications.
• Evaluate new Oracle CX capabilities and lead adoption initiatives.
• Program & Project Delivery
• Lead full lifecycle Oracle CX implementations, migrations, and enhancement programs.
• Manage delivery teams including internal resources, system integrators, and vendors such as Oracle.
• Oversee project governance, budgets, timelines, and risk management.
• Enforce quality standards across configuration, testing, deployment, and change management.
• Customer Journey Optimization
• Partner with Sales, Marketing, Service, and Product teams to enhance customer touchpoints.
• Map and modernize customer journeys using Oracle CX capabilities.
• Implement automation, personalization, AI/ML, and omnichannel engagement solutions.
• Data, Reporting & Analytics
• Drive CX analytics strategy using Oracle Analytics Cloud, CX Reporting, OTBI, and BI Publisher.
• Oversee customer insights, segmentation, dashboards, and KPI frameworks.
• Ensure data governance, quality, and compliance across CX platforms.
• Team Leadership
• Lead and mentor CX architects, functional consultants, administrators, developers, and business analysts.
• Build a high-performing team culture focused on innovation, collaboration, and continuous improvement.
• Oversee resourcing, workload planning, and vendor management.
• Stakeholder & Change Management
• Act as the primary liaison between business leaders and technical teams.
• Manage communications, training, and adoption strategies for new CX capabilities.
• Serve as an escalation point for CX operational or platform issues.
• Compliance, Security & Risk Management
• Ensure CX platforms adhere to security, regulatory, and audit requirements.
• Oversee access controls, data privacy measures, and best practices for safe customer data handling.
• Implement risk mitigation strategies for mission-critical CX systems.

Required Qualifications

Education & Experience

• Bachelor’s degree in Business, Technology, Computer Science, or related domain (MBA preferred).
• 10–15+ years of experience in CRM/CX technology, with significant Oracle CX Cloud leadership experience.
• Proven experience delivering large-scale, multi-region Oracle CX transformation programs.

Technical Expertise

• Expertise in Oracle CX Cloud modules:
• Sales Cloud
• Service Cloud
• Marketing Cloud / Eloqua
• Oracle CPQ
• Oracle Commerce
• Oracle Subscription Management
• Strong knowledge of integrations (OIC, APIs, SOA), data models, and CRM architecture.
• Understanding of customer data platforms, lead lifecycle, case management, digital marketing, and omnichannel engagement.

Leadership Skills

• Strong executive communication, influencing, and stakeholder management capabilities.
• Ability to translate business needs into scalable technology solutions.
• Demonstrated experience leading high-performing cross-functional teams.
• Strong analytical and problem-solving skills.

Preferred Qualifications

• Oracle Cloud certifications in Sales, Service, CPQ, or Marketing.
• Experience in subscription, telecom, SaaS, utilities, or retail industries.
• Familiarity with Salesforce or other CRM ecosystems.
• PMP, Agile, or ITIL certifications.
• Experience with AI/ML-driven CX solutions, chatbots, and automation tools.