Senior Consultant - Oracle B2C Service Cloud (RightNow) - UK

Salary: £24,000 - 59,000 per year

Requirements:

• At least 10 years of experience, including 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 management, analytics, security, and enterprise integration architecture.
• Hands-on expertise in Custom Processes and 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 an onshore/offshore model.
• Preferred: Oracle B2C Service Cloud certification.
• Preferred: Experience with Oracle Fusion Service, Digital Customer Service, Oracle Sales, or other Oracle CX applications.
• Preferred: Experience with Agile and DevOps practices, automated deployment, source control, and environment and release management.
• Strong analytical and problem-solving capability, customer orientation, stakeholder management, quality awareness, and attention to detail.

Responsibilities:

• Lead discovery, fit-gap analysis, architecture, and blueprinting for Oracle B2C Service Cloud solutions aligned with 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.
• Govern design 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 roadmaps 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.
• 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.

Technologies:

• Cloud
• CSS
• DevOps
• Incident Management
• Support
• JavaScript
• Oracle
• PHP
• REST
• SOAP
• SQL
• Security
• jQuery
• UX UI Design
• ASP.NET
• AI

More:

We are seeking a Senior Consultant and techno-functional consulting leader for Oracle B2C Service Cloud (RightNow), based in London, United Kingdom. In this role, you will anchor client engagements from requirements validation and solution design through development, testing, deployment, and stabilization, while advising on architecture, supporting client workshops and business pursuits, and shaping account-level solution strategy. We offer competitive compensation. Infosys is a global provider of digital services and consulting, helping clients in more than 50 countries navigate digital transformation. We are committed to merit-based employment, diversity, and an inclusive environment, and are an equal opportunity employer.

last updated 40 week of 2026