Technical Analyst 2Support

Job Description

*As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.As a Support Engineer, you will be the technical interface to customers, Original Equipment Manufacturers (OEMs) and Value-Added Resellers (VARs) for resolution of problems related to the installation, recommended maintenance and use of Oracle products. Your primary task will be to provide support to customers who contact the Oracle Solution Center and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means). Able to work with general guidance from senior support engineers and management and, in some areas, may work independently. Solutions often take time to develop through research, collaboration or problem replication.Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. One year prior working experience with Oracle products (or at least two years related experience without Oracle products) and technical degree i.e., BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics/Chemistry with a 3.0 GPA OR functional degree + technical higher degree or in lieu of degree may substitute 4 years professional experience & professional certification (i.e., CNE, MCSE, CPA, Oracle, etc.).*The Cloud Central team acts as a liaison between CloudOps and customers regarding both planned and unplanned events impacting customer environments. The role requires familiarity with Cloud environments and light product support and troubleshooting as Cloud Central engineers triage incoming issues to determine if they are product or operational in nature. In addition it will include responsibilities to help minor provisioning issues.Cloud Central ResponsibilitiesIdentify the requirements, design and implement Automation for Oracle Support (Withing Oracle framework)Work closely with IT engineering & delivery teams to partner on rollout of solutionsPerforms other tasks and special assignments as requested by management.Extensive experience analysing, installing, and maintaining platform automation, monitoring and other tools across multiple technical disciplines.Experience in design & development of test automation frameworks from scratchSolid understanding of computer programming and software developmentAbility to communicate well to other members of the development teamTeam Player, ability to multi-task, work independently and provide excellent follow-through on tasks.Good Oral & Written communication skills and able to handle conference calls with UK/USA teamsStrong hands on experience in automation test scripts developmentShould be able to prioritize, estimate & write the automation scripts for day to day activitiesShould have previous experience working with CHATBOTSShould know Machine Learning(YAML,PhythonCreative thinking skillsDetail-oriented personalityHands-on experience on implementation of Chatbot for large-scale implementation- Hands on experience in Machine learning techniques- Knowledge in NLP frameworks like NLTK (Natural Language Toolkit)- Knowledge about various Machine Learning Algorithms such as Supervised, Unsupervised, Reinforcement learning algorithms- Should know the various data preprocessing techniques and its impact on algorithms accuracy, precision and recall- Experience with bots for platforms like Facebook Messenger, Slack, twitter etc- Basic Knowledge on digital assistants such as amazon Alexa, google assistant, Siri etc- Experience with HTTP, Sockets, RESTful, JSON API services- Experience in analyzing Live Chat conversation with agent to train the Chatbot- Knowledge on various cloud based machine learning platforms offered by amazon aws, google cloud, Microsoft, IBM etc- Added advantage of working in a product backgroundKey Skills Critical thinking, NLP, SDLC, Chatbot, APIs, Dialog Flows, Intents, Knowledge of common Artificial Intelligence/ Machine Learning techniques,

Keyskills :
apis nlp sdlc criticalthinking ommonartificialintelligence intents chatbot machinelearningtechniques dialogflows