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Job Description

Shapes and leads Oracle's AI for Support technical programs, scaling automation, chat, support ticketing, and data harvesting to deliver trusted, actionable knowledge to GenAI agents. Enables customers to resolve issues through self-service and equips support engineers with timely insights that reduce manual effort and cognitive load, accelerating issue resolution.

Drives cross-group platform initiatives (e.g., identity, config, API gateways) with significant impact on reliability, performance, and compliance across the group. Anticipates and resolves ambiguous distributed-systems problems; sets compatibility and deprecation strategies to minimize downstream risk. Establishes shared observability frameworks, SLOs, and capacity models used by multiple teams. Defines architectural guardrails, security controls, and reference implementations in partnership with SRE and security.

Responsibilities

Key Responsibilities

Platform Software Development:

+ Set group-wide guardrails for platform interoperability, security controls, and client library governance.

+ Own cross-group programs (e.g., identity, config, API gateway standards) with measurable reliability/performance impact.

+ Establish shared observability frameworks and rollout policies adopted by numerous teams; manage deprecation risk.

Software Development and Coding - Design, Testing, and Optimization:

+ Leads project initiatives to design software solutions and identify and analyze requirements. Writes and defines foundational code for new projects or prototypes.

+ Adheres to and improves execution of all phases of the software development lifecycle; coaches engineers across teams or units to drive improvements.

+ Acts as a subject matter expert within the organization to develop and guide new software features and enhancements following design specifications, ensuring accessibility, and develops documents to clarify software design and code.

+ Leads process, architecture, and code reviews across projects and/or products/services to drive improvements.

+ Utilizes modern/emerging technologies to conduct debugging and troubleshooting to identify and fix highly complex software issues.

+ Leads strategic initiatives to optimize software testing (e.g., functional and non-functional), quality assurance processes, software error logging, monitoring, and observability for effective debugging.

+ Encourages innovation, research, and relevant industry practices to optimize performance across products and domains.

+ Resolves and may troubleshoot highly complex and systematic issues requiring innovation related to application programming interface (API) functionality and integration.

+ Implements innovative API versioning, lifecycle, and interoperability strategies.

Software Architecture - Software System Structural Design:

+ Leads task and project initiatives for the design and development of software, systems, and services. Defines project or design scope; reviews, influences, and approves scope and design recommendations.

+ Provides technical guidance, domain expertise, and coaching in software architecture decisions and best practices that drive key organizational decisions, including industry standards and competitive considerations, providing mentorship and coaching for small teams and peers and contributing to both individual and team development across line of business/function.

+ Utilizes innovative methods to conduct highly complex periodic reviews and ensures adherence to architectural standards.

+ Collaborates with stakeholders across lines of business and externally, to align and build software architecture with business and/or customer goals and priorities.

+ Implements innovative performance optimization and scalability strategies in software design.

+ Conducts regular technology research and evaluation for architectural enhancements and translates into decisions and plans that can have a major impact on the organization.

Issue/Defect Collaboration - Software Products Support:

+ Collaborates with stakeholders internally and externally to lead efforts to understand customer issues, root causes, and mitigation to align and explain rationale behind solutions.

+ Must provide expert technical guidance and support to customers regarding customer-reported issues to mitigate recurrence.

+ Acts as an advisor to advocate for customers' interests and suggests product enhancements and solutions based on feedback.

+ Networks across lines of business to ensure customer satisfaction through timely resolution of issues and effective communication.

+ Guides implementation of strategic solutions for customer issue and/or defect handling and training processes.

+ Investigates and troubleshoots the most complex and broadly reaching product maintenance issues to ensure customer agreement on short- and long-term solutions (e.g., future enhancements).

Practices and Standards Compliance - Security and Compliance:

+ Collaborates with the security team and leadership teams to establish, follow, and improve upon development practices and coding standards, providing coaching to less experienced team members.

+ Participates in peer review processes and provides technical leadership with initiatives to ensure quality and adherence to broad acceptance criteria during development.

+ Demonstrates, contributes to, and shares deep expertise of industry best practices and their application to software development processes.

+ Implements highly complex secure software development practices/solutions requiring modern/emerging innovation to prevent security vulnerabilities, leveraging automated solutions to augment the manual review process.

Development Operations - System Maintenance:

+ Leads project initiatives for periodic maintenance and testing operations for systems that require upgrading or patching (e.g., for critical vulnerabilities).

+ Acts as subject matter expert to drive improvements, ensures automation, testing, and debugging of systems to ensure service/product availability, health, support, and reliability.

Core Responsibilities

Planning & Execution:

+ Manages and provides direction on timelines, deliverables, and budgets when applicable for critical high-impact projects or initiatives that impact the line of business, ensuring timely completion and adherence to requirements. Anticipates and plans for shifts in resources or timelines based on changing business priorities, ensuring optimal outcomes.

Collaboration & Partnership:

+ Influences cross-functional leaders and external stakeholders to gain alignment on strategic objectives. Fosters partnerships with key business leaders, stakeholders, and/or customers, identifying opportunities for expanding partnerships and promoting long-term organizational success. Champions transparency and inclusivity by actively seeking, listening to, and incorporating diverse perspectives.

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Lead Principal Platform Software Engineer

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