Oracle Service Cloud / Oracle Data Assistant Chatbot Knowledge Specialist – Agent force

Job Title: Oracle Service Cloud / Oracle Data Assistant Chatbot Knowledge Specialist – Agentforce

Company: Quanta Systems Technologies LLP

Employment Type: Contract

Location: Remote/USA EST Hours

Urgent requirement

Key Responsibilities :

If you are interested in this position Please, you can reach me on email [email protected]. or call 609-632-0621x191 .

Job Description:

We are seeking a senior technology professional to support an Agentforce implementation with expertise in Oracle Service Cloud (Oracle CX Service) and Oracle Data Assistant/Oracle chatbot and knowledge capabilities .

The role will focus on understanding, extracting, rationalizing, transforming, and integrating existing Oracle service knowledge and conversational assets into an Agentforce-based solution. The candidate will work closely with Salesforce, business, data, integration, and AI teams to ensure that knowledge is structured and optimized for AI-powered agent experiences.

Key Responsibilities

• Analyze existing Oracle Service Cloud / Oracle CX Service implementations, including knowledge bases, service content, FAQs, troubleshooting guides, incident resolutions, and customer-service workflows.
• Assess existing Oracle Data Assistant/chatbot capabilities, conversational flows, intents, utterances, responses, and knowledge sources.
• Define an approach for knowledge migration, transformation, and rationalization from Oracle platforms into the Agentforce ecosystem.
• Design and optimize knowledge structures for consumption by Salesforce Agentforce, AI agents, and conversational experiences .
• Collaborate with Salesforce architects and Agentforce specialists to establish appropriate knowledge ingestion, grounding, retrieval, and response patterns.
• Identify duplicate, obsolete, incomplete, or conflicting knowledge articles and recommend remediation.
• Map Oracle knowledge/content structures to Salesforce Knowledge and/or other Agentforce-compatible knowledge sources.
• Develop knowledge taxonomy, metadata, categorization, tagging, and governance standards.
• Support the creation of AI-ready knowledge content, ensuring information is clear, consistent, contextual, and suitable for retrieval by generative AI.
• Analyze chatbot conversations and existing customer-service interactions to identify knowledge gaps and opportunities for automation.
• Support Agentforce grounding and response accuracy by improving source content, retrieval strategies, and knowledge relevance.
• Work with integration teams on APIs, data synchronization, and migration requirements between Oracle and Salesforce platforms.
• Participate in discovery, requirements gathering, solution design, technical workshops, testing, UAT, deployment, and post-production support.
• Define and execute knowledge migration validation, including completeness, accuracy, relevance, and traceability.
• Support Agentforce testing using representative customer and service-agent scenarios.
• Monitor AI/chatbot responses and recommend improvements to knowledge, prompts, topics, actions, or retrieval configuration.
• Prepare technical documentation, knowledge-mapping documents, migration specifications, and operational procedures.
• Coordinate with business stakeholders, product owners, Salesforce architects, Oracle SMEs, data engineers, and QA teams.

Required Technical Skills

• 10+ years of overall IT experience .
• Strong hands-on experience with Oracle Service Cloud / Oracle CX Service .
• Experience with Oracle Knowledge / Oracle Service Cloud Knowledge Management .
• Strong understanding of Oracle chatbot / Data Assistant / conversational AI capabilities .
• Experience working with enterprise knowledge bases, FAQs, service content, and customer-support data .
• Strong understanding of Salesforce Agentforce and AI-agent concepts.
• Experience with Salesforce Knowledge and/or migration of enterprise knowledge into Salesforce.
• Understanding of generative AI, LLMs, RAG/grounding, semantic search, and knowledge retrieval .
• Experience with REST APIs, JSON, web services, and enterprise integrations.
• Strong data analysis and data-mapping skills.
• Experience with data/knowledge migration, transformation, cleansing, and validation.
• Understanding of CRM/customer-service processes such as case management, knowledge management, self-service, and contact-center operations.

Preferred Skills

• Salesforce certifications such as Salesforce AI Associate, Salesforce Administrator, Service Cloud Consultant, or related certifications .
• Experience with Agent force Builder, Agentforce Service Agent, topics, actions, and grounding .
• Salesforce Data Cloud experience.
• Experience with Oracle-to-Salesforce migration programs.
• Experience designing AI-ready enterprise knowledge .
• Experience with prompt engineering and evaluation of LLM/AI-agent responses.
• Familiarity with Salesforce Flow, Apex, MuleSoft, or other Salesforce integration technologies.
• Experience in large-scale CRM transformation programs.
• Knowledge of information architecture and enterprise content governance.

Key Deliverables

• Current-state assessment of Oracle Service Cloud/Oracle Data Assistant knowledge.
• Oracle-to-Agentforce knowledge mapping and migration strategy.
• Knowledge taxonomy and metadata model.
• Knowledge cleansing and rationalization recommendations.
• AI-ready knowledge content specifications.
• Knowledge migration and transformation requirements.
• Agentforce grounding/knowledge design recommendations.
• Test scenarios and validation criteria for AI-generated responses.
• Knowledge governance and maintenance framework.
• Technical and functional documentation.

Soft Skills

• Excellent communication and stakeholder-management skills.
• Strong analytical and problem-solving abilities.
• Ability to work across Oracle, Salesforce, AI, data, and business teams .
• Comfortable working in a fast-paced transformation environment.
• Strong documentation and presentation skills.
• Ability to translate complex technical concepts into business-friendly requirements.

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Company’s Website : https://www.quantumintegrators.com/

Company’s LinkedIn Profile : https://www.linkedin.com/company/quantum-integrators-group-llc/

📩 DM me or share your resume at [ [email protected] .]

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