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

Posted 3 days 2 hours ago by Infosys Limited

Permanent
Full Time
Other
England, United Kingdom
Job Description
Senior Oracle B2C Service Cloud (Right Now) Consultant - London / Reading

Work Location: London

State / Region / Province: London

Country: United Kingdom

Domain: Delivery

Interest Group: Company

Company: ITL UK

Requisition ID: 141657BR

Job Overview

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-while remaining flexible and open to opportunities for the team to improve their Agile way of working.
  • You will anchor the engagement effort for assignments, 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 and 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, and 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.
Key Responsibilities

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 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, 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.
  • Lead design workshops and functional process workshops.
  • Manage project scope, timelines, and resource allocation.
  • Create detailed functional and technical documentation.
  • Drive adoption of Agile methodologies and DevOps practices.

Client & Team Collaboration:

  • Act as a trusted advisor to clients, building strong relationships.
  • Lead solution design sessions, workshops, and UAT with clients.
  • Collaborate effectively with cross functional teams.
  • Provide status and issue reports to project managers and clients regularly.
  • Promote knowledge sharing, lessons learned, and best practices.

Continuous Improvement & Leadership:

  • Stay current with Oracle B2C Service Cloud patches and new features, recommending adoption strategies.
  • Identify and lead opportunities for process improvement and technological innovation.
  • Contribute to strategic planning and goal setting.
  • Demonstrate strong analytical, logical thinking, and problem solving skills.
  • Manage project workstreams, ensuring successful planning, budgeting, execution, and completion.
Your Profile Must have
  • Extensive experience as Right Now Technical and Functional SME (8 10 years).
  • Deep understanding of Oracle B2C Service Cloud architecture, data model, configuration, and customization capabilities.
  • Proven expertise in optimizing scheduling, routing, capacity planning, work order management, and mobile workforce management.
  • Rich experience configuring RIGHT NOW components, including customizing the plug in framework and meeting specific business needs.
  • Excellent planner for release and delivery planning.
  • Excellent analytical, problem solving, and troubleshooting skills.
  • Ready to coach and mentor team members.
  • Ability to work independently and as part of a collaborative team, manage multiple priorities, and meet deadlines.
  • Oracle B2C Service Cloud certifications are a significant plus.
Other

We value the following personality traits:

  • High analytical skills
  • High 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, we steer clients through their digital journey, empowering business with agile digital at scale.

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.

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