Senior Oracle B2C Service Cloud (Right Now) Consultant - London / Reading

Job Description

Oracle B2C Service Cloud (Right Now) Senior Consultant

London / Reading ; FTE

We are seeking a highly experienced and motivated Oracle B2C Service Cloud (Right Now). Expert to join our dynamic team. This role requires a deep understanding of Right Now functionalities, technical capabilities, and integration strategies. The ideal candidate will be a techno-functional professional capable of leading complex implementations, optimizing field service operations, and driving digital transformation for our clients.

Your Role

As Right Now SME

• You will serve to facilitate the larger team by ensuring the scrum framework is followed. You should be committed to the scrum methodology, agile principles, and best practices—but should also remain flexible and open to opportunities for the team to improve their Agile way of working
• You will anchor the engagement effort for assignments, all the way from business process consulting and problem definition to solution design, development, and deployment
• You will be pivotal to problem definition and discovery of the overall solution and guide teams on project processes, deliverables.
• As a thought leader in your domain, you will be the key advisor to architecture and design reviews.
• You will anchor business pursuit initiatives, client training, in-house capability building.
• You will have the opportunity to shape value-adding consulting solutions that enable our clients to meet the changing needs of the global landscape.
  
  

Depending on the specific experience level, responsibilities may include, but are not limited to the below :

Solution Design & Architecture

• Lead the architectural design and blueprinting of Oracle B2C Service Cloud solutions, aligning with business objectives, industry best practices, and future scalability
• Translate complex business requirements into detailed technical specifications and solution designs.
• Design and implement end-to-end solutions, encompassing self-service portals, agent desktops, knowledge management, and integration points
• Provide expert guidance on leveraging Oracle B2C Service Cloud features like Job Scheduler, Element Manager, Data Sync, and External Objects
• Stay current with the latest Oracle B2C Service Cloud features, enhancements, and roadmap, ensuring the integration of new functionalities
  
  

Development & Customization

• Design, develop, and maintain Oracle B2C Service Cloud applications, ensuring they meet business requirements and performance standards
• Develop and customize solutions using Oracle B2C Service Cloud tools and technologies, including:
• Custom Scripts, Custom Processes (Event Handlers)
• BUI Extensions/Add-Ins, Business Rules
• Configuration, Workflows/Workspaces
• Report Analytics, Knowledgebase
• Extensive experience with REST APIs for integration with external systems
• Proficiency in programming languages and web technologies such as PHP, .NET, HTML, JavaScript, CSS, jQuery, ROQL, ConnectPHP
• Hands-on experience with middleware/integration tools like Oracle Integration Cloud (OIC)
  
  

Implementation & Support

• Lead or participate in full lifecycle Oracle B2C Service Cloud implementations, from requirement gathering to deployment and post-go-live support
• Collaborate effectively with cross-functional teams (business analysts, project managers, other technical teams) to ensure seamless system integration and successful project delivery
• Conduct gap analysis between business requirements and Oracle B2C Service Cloud capabilities
• Provide technical support and troubleshooting for Oracle B2C Service Cloud applications, identifying root causes and implementing effective solutions
• Perform system testing, optimization, and performance tuning to enhance application efficiency and user experience
  
  

Leadership & Mentorship

• Mentor and guide junior developers and consultants in Oracle B2C Service Cloud best practices and emerging technologies
• Lead design workshops and functional process workshops
• Manage project scope, timelines, and resource allocation for relevant workstreams
• Create detailed functional and technical documentation using flow diagrams, wireframes, and other relevant tools
• Drive adoption of Agile methodologies and DevOps practices
  
  

Client & Team Collaboration

• Act as a trusted advisor to clients, building strong relationships and effectively communicating technical concepts to both technical and non-technical audiences
• Lead and facilitate solution design sessions, workshops, and user acceptance testing (UAT) with clients
• Mentor and provide technical expertise and guidance to junior team members, fostering their growth and ensuring solution quality
• Collaborate effectively with cross-functional teams, including business analysts, developers, project managers, and Oracle support
• Provide status and issue reports to project managers and clients regularly
• Promote knowledge sharing, lessons learned, and best practices within the team
  
  

Continuous Improvement & Leadership

• Stay current with Oracle B2C Service Cloud, patches, and new features, assessing their impact on existing systems and recommending adoption strategies
• Identify and lead opportunities for process improvement and technological innovation within field service operations
• Contribute to strategic planning and goal setting for the department or function
• Demonstrate strong analytical, logical thinking, and problem-solving skills
• Manage project workstreams, ensuring successful planning, budgeting, execution, and completion
  
  

Your Profile

Must-have

• Should have extensive experience as Right Now Technical and Functional SME (around 8-10 years of experience)
• Should have a deep understanding of Oracle B2C Service Cloud architecture, data model, configuration, and customization capabilities
• Should have proven expertise in Oracle B2C Service Cloud solutions to optimize scheduling, routing, capacity planning, work order management, and mobile workforce management
• Should have rich experience in configuring RIGHT NOW application components: knowledge of Customizing RIGHT NOW using the plug-in framework to enhance functionality and meet specific business needs, including capturing time and expenses; knowledge of all Oracle Cloud security policies, standards, and procedures
• Should be excellent planner when it comes to perform release planning and other delivery planning
• Should have excellent analytical, problem-solving, and troubleshooting skills with a keen eye for detail
• Should be ready to be responsible for Coaching and mentoring team members
• Should have the ability to work independently and as part of a collaborative team, manage multiple priorities, and meet deadlines in a fast-paced environment
• Oracle B2C Service Cloud certifications are a significant plus
  
  

Other

Besides the professional qualifications of the candidates, we place great importance in addition to various forms personality profile. These include:

• High analytical skills
• A high degree of initiative and flexibility
• High customer orientation
• High quality awareness
• Excellent verbal and written communication skills
  
  

Why Infosys

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation.

With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”