Oracle Domain Director - CX

Arcadis Amsterdam, North Holland, Netherlands

Overview

Arcadis is the world\'s leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are a team of more than 36,000 people in over 70 countries, dedicated to improving quality of life. By collaborating with curious minds, we aim to solve the world\'s most complex challenges and deliver greater impact together.

Role description

Role title: Oracle Domain Director - CX

Role summary: As a Global Oracle Operation and Optimization team Director, you will work with the Product Owner for Growth, global and regional Growth Business Process Owners, and peers within the Technology team to optimize the Oracle global CX application landscape and harmonize applications and automation of business processes. You will lead and manage the application service delivery of the Growth function, liaising with key business stakeholders to optimize application usage and pursue continuous improvement using the latest technologies.

Who you are

• You are an experienced Oracle professional with extensive experience integrating Oracle ERP with third-party solutions.
• You have a proven history of delivering complex technical solutions in Oracle CX.
• You stay technically curious and up to date with digital trends (e.g., Oracle Digital Assistant, Oracle Machine Learning, Oracle AI, Oracle Redwood).
• You are a collaborative leader able to guide your team to deliver beyond expectations.
• You possess strong CX domain application knowledge, preferably Oracle Cloud CX modules (e.g., Sales Cloud, Marketing Cloud).
• You can translate business challenges into workable application designs and are comfortable with both functional and technical perspectives.
• You have a track record in managing teams/projects and delivering Cloud solutions, preferably with Agile methods.
• You are curious, adaptable to change, and eager to take on new challenges while optimizing the application landscape.
• You enjoy managing collaborative Agile teams and are comfortable with hands-on involvement where needed.

What You’ll Own

• Leading and owning the CX stack with responsibility for technical solutioning and end-to-end delivery to maximize business productivity and efficiency.
• Managing the CX application portfolio, focusing on globalization and harmonization of the Growth CX landscape, and automating manual processes where possible.
• Collaborating with senior stakeholders and representing the Arcadis Technology team to progress the digital CX agenda.
• Working with technology partners, system integrators, managed services providers, consultants and vendors to deliver solutions within schedule and budget.
• Accelerating team performance and supporting professional growth.
• Translating technology trends into scalable CX solutions.
• Collaborating with application vendors and managing services based on agreed SLAs.

Role accountabilities

Collaboration

• Collaborates with Growth BPOs, BPEs, KBUs, and end users to ensure applications meet current and future business needs.
• Collaborates with OIM Growth BPMs and other OOO Domain teams to develop and implement technical solutions for business priorities.

Applications Enhancement & Continuous Improvement

• Works with Product Owners, BPOs, BPEs, and OOO Domain Directors to design and deliver CI priorities that enhance stability, performance, and usability of Growth apps in the Oracle portfolio.
• Oversees technical solution development and QA/QC to ensure solutions follow best practices and company standards (security/privacy).
• Assigns and directs agile teams, including third parties, to deliver Growth CI projects.
• Delivers major Growth enhancements or CI projects as assigned by Tower Director.

Key Shared Accountabilities

• Partnership with other Oracle and Enterprise Application lanes, teams, and OOO domains to exceed business expectations.
• Oracle Growth portfolio service management and major incident management with End-User Services Tower.
• Oracle Growth technical solution decisions with OIM Lane.
• Oracle Growth quarterly update testing with OOO Test Manager and KBUs.
• Oracle portfolio integrations with the Oracle Tech Enablement team.
• Oracle Growth SOP and KBA development with Orchestration team.
• Oracle Growth service disruption announcements and End User communications with End User Enablement team.

Qualifications & Experience

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, Sales and Marketing, or equivalent work experience.
• 10+ years of professional experience as a CX application functional or technical SME, or a similar role.
• Proven track record of achieving service excellence.
• Experience managing high-performing teams and delivering end-to-end scalable solutions using diverse methodologies.
• Excellent communication skills, with the ability to convey complex issues to diverse audiences clearly and actionable.
• Ability to work effectively with a culturally diverse and global population.
• Creative, proactive, collaborative, and solution-focused attitude with high internal drive and accountability.
• 3 to 5 years of hands-on software development and Oracle CX configuration.
• Experience building and deploying software solutions using DevOps, CI/CD, and Cloud Engineering.
• Experience with automated testing of business processes.
• Understanding of cloud platforms and how they integrate with CX solutions.
• Professional certifications: project management, Scrum Master, SAFe, ITIL.
• Preferred experience delivering complex technical solutions in Finance, Projects, or HCM.

Why Arcadis?

We believe in empowering everyone to be their best. Arcadis is a people-first organization that values equality, diversity, and inclusion, offering opportunities to build a career that aligns with your motivations and goals. You will contribute to meaningful work and sustainable solutions for a better world.

Seniorities & Employment

• Seniority level: Director
• Employment type: Full-time
• Job function: Other
• Industries: Professional Services

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