Role – Senior Consultant
Technology – Oracle B2C Service Cloud (RightNow)
Location – London
Business Unit – ORC
Compensation – Competitive


Job Description

We are seeking an experienced Oracle B2C Service Cloud (RightNow) consulting leader to design, implement, customize, and optimize customer service solutions. The ideal candidate is a techno-functional professional with deep platform knowledge, strong integration and customization skills, and the ability to lead complex client engagements and transformation programs.

Your role

You will anchor the engagement from requirements validation and solution design through technical design, development, testing, deployment, and stabilization. You will guide project teams on processes and deliverables, advise on architecture and design decisions, support business pursuits and client workshops. You will additionally shape account-level solution strategy and provide thought leadership across multiple workstreams.


Responsibilities.

Solution Design and Architecture

• Lead discovery, fit-gap, architecture, and blueprinting for Oracle B2C Service Cloud solutions aligned to business objectives and scalability needs.
• Design end-to-end solutions covering incident management, agent desktop and Browser UI, customer portal, knowledge management, analytics, workflows, business rules, and integrations.
• Translate complex requirements into functional designs, technical specifications, data models, interface designs, and deployment approaches.
• Provide design governance for security, profiles and permissions, custom objects, performance, data retention, environment management, and operational support.
• Own architecture across multiple service workstreams and advise client leadership on roadmap and modernization priorities.

• Design and develop Custom Processes and Event Handlers, BUI extensions or add-ins, custom scripts, business rules, workflows, workspaces, reports, and knowledge solutions.
• Use PHP, ConnectPHP, ROQL, JavaScript, HTML, CSS, jQuery, .NET, SQL, and supported APIs as appropriate to the solution.
• Design and implement REST/SOAP integrations with enterprise applications, including orchestration through Oracle Integration Cloud or equivalent middleware.
• Apply platform capabilities such as Job Scheduler, Element Manager, Data Sync, External Objects, and analytics where relevant.
• Lead troubleshooting, root-cause analysis, performance tuning, code reviews, release validation, and production stabilization.

• Lead full lifecycle deliveries from requirements and solution design through configuration, development, SIT, UAT, cutover, go-live, and post-production support.
• Facilitate client workshops, design sessions, demonstrations, and user acceptance activities for technical and non-technical stakeholders.
• Manage workstream scope, estimates, dependencies, risks, resources, releases, documentation, and quality gates.
• Collaborate with business analysts, developers, architects, project managers, integration teams, infrastructure teams, and Oracle support.
• Mentor junior consultants, establish engineering standards, promote knowledge sharing, and contribute to pursuits and internal capability building.

• 10 years of experience with experience on at least 2 – 3 Oracle B2C Service Cloud (RightNow) implementation projects..
• Deep understanding of Oracle B2C Service Cloud architecture, data model, configuration, customization, Browser UI, customer portal, knowledge, analytics, security, and enterprise integration architecture.
• Hands-on expertise in Custom Processes/Event Handlers, BUI extensions or add-ins, business rules, workflows, workspaces, custom objects, integrations, and reports.
• Strong experience with REST/SOAP APIs, PHP, ConnectPHP, ROQL, JavaScript, HTML, CSS, jQuery, .NET, SQL, and integration middleware such as Oracle Integration Cloud.
• Experience leading client workshops, architecture and design reviews, estimations, complex delivery workstreams, and technical teams.
• Experience working with global teams in onshore / offshore model.

• Oracle B2C Service Cloud certification.
• Experience with Oracle Fusion Service, Digital Customer Service, Oracle Sales, or other Oracle CX applications.
• Experience with Agile and DevOps practices, automated deployment, source control, and environment/release management.

• High analytical and problem-solving capability
• Strong customer orientation and stakeholder management
• High-quality awareness and attention to detail