Rigel Networks - Oracle CX Techno-Functional Consultant - B2B / Service Cloud Modules

Job Overview :

We are urgently seeking a Techno-Functional Consultant specializing in Oracle CX (CRM) with substantial hands-on expertise in Oracle B2C Service Cloud (formerly RightNow). With 6+ years of total experience and 4-5 years specifically in Oracle CX, you will play a critical role in delivering end-to-end solutions. This position requires a proven track record of at least two full-cycle B2C implementations, combining strong technical skills with deep functional understanding to meet complex business Responsibilities :

• Act as a Techno-Functional Consultant, bridging the gap between business requirements and technical solutions within the Oracle CX ecosystem.
• Lead and actively participate in the design, configuration, development, and implementation of Oracle B2C Service Cloud solutions.
• Conduct in-depth business analysis to understand client needs and translate them into functional and technical specifications for Oracle CX.
• Configure and customize Oracle B2C Service Cloud modules, including but not limited to Service, Sales, Marketing, and Engagement Cloud functionalities.
• Develop and extend Oracle B2C Service Cloud using out-of-the-box capabilities, custom objects, workspaces, workflows, and integrations.
• Implement and manage integrations between Oracle B2C Service Cloud and other enterprise systems using SOAP / REST APIs.
• Perform data migration activities, ensuring data integrity and consistency during implementation cycles.
• Provide expert-level troubleshooting and support for Oracle B2C Service Cloud applications, diagnosing and resolving complex technical and functional issues.
• Lead or support testing phases, including unit testing, system integration testing (SIT), and user acceptance testing (UAT).
• Conduct workshops and training sessions for end-users and client teams on Oracle B2C Service Cloud functionalities.
• Contribute to solution architecture and design decisions, ensuring scalability, performance, and adherence to best practices.
• Manage project deliverables, timelines, and client expectations in a fast-paced Skills & Experience :
• 6+ years of total experience in IT consulting or software development.
• 4-5 years of focused experience in Oracle CX (CRM), with significant hands-on expertise in Oracle B2C Service Cloud (RightNow).
• Proven track record of successfully completing a minimum of 2 full-cycle Oracle B2C Service Cloud implementations.
• Strong understanding of CRM concepts and customer service processes.
• Proficiency in configuring and customizing Oracle B2C Service Cloud, including interfaces, workflows, business rules, and scripting.
• Experience with integration methodologies and technologies for connecting Oracle B2C Service Cloud with other systems (e.g., REST / SOAP APIs).
• Solid understanding of data migration strategies and tools.
• Ability to analyze complex business requirements and translate them into effective technical solutions.
• Strong problem-solving, debugging, and analytical skills.
• Excellent communication, presentation, and interpersonal skills for interacting with clients and cross-functional teams.
• Willingness to work in a UK Shift (12 : 30 PM 9 : 30 PM IST) and undertake short-term travel (2-3 weeks) as required.

(ref : hirist.tech)