Tata Consultancy Services
Oracle CX Functional Consultant
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Careers at TCS: It means more
TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve. Our clients include some of the biggest brands in the UK and worldwide.
For you, it means more to make an impact that matters through challenging projects which demand ambitious innovation and thought leadership.
The Role
The Oracle CX Functional Consultant will work closely with business stakeholders to understand customer engagement processes, gather and document requirements, perform fit-gap analysis, and deliver Oracle CX Cloud solutions aligned to business objectives. The role supports transformation initiatives across Oracle Sales Cloud, Oracle Service Cloud, Oracle Marketing Cloud (Eloqua), Customer Data Management (CDM), Incentive Compensation (ICM), and CX Analytics, ensuring successful solution design, testing, user adoption, and deployment.
Your responsibilities:
- Conduct discovery workshops and stakeholder interviews to understand business processes, pain points, and transformation objectives.
- Gather, analyse, and document business and functional requirements, producing BRDs, FDDs, user stories, and process flow documentation.
- Facilitate fit-gap analysis and recommend Oracle CX Cloud best practice solutions.
- Support the implementation, configuration, and enhancement of Oracle Sales Cloud functionalities including Lead Management, Opportunity Management, Account Management, Territory Management, Pipeline Management, Forecasting, and Sales Planning.
- Gather and document requirements for Oracle Marketing Cloud (Eloqua) initiatives including campaign management, lead nurturing, lead scoring, customer segmentation, forms, landing pages, and automated marketing journeys.
- Define customer master data requirements and support Customer Data Management activities including data governance, account hierarchies, data migration, cleansing, and validation.
- Support Oracle Service Cloud implementations covering case management, service requests, knowledge management, workflows, business rules, and customer service optimisation.
- Gather and support incentive compensation requirements including compensation plans, performance measures, credit allocation rules, rate tables, and incentive calculations.
- Define reporting requirements, KPIs, dashboards, and analytics across sales, marketing, customer engagement, and service operations using OTBI and CX Analytics.
- Create functional test scenarios and scripts and support SIT, UAT, defect management, deployment activities, release planning, and hypercare support.
- Collaborate with integration teams to support Oracle CX integrations with ERP, CRM, billing, and third-party applications.
- Participate in integration testing, data validation, user training, and adoption activities.
- Work closely with technical consultants, architects, project managers, and business stakeholders throughout the project lifecycle.
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Your Profile
Essential skills/knowledge/experience:
- 8-12+ years of overall experience with at least 5+ years of Oracle CX Cloud consulting experience.
- Strong functional expertise across Oracle Sales Cloud/Engagement Cloud, Oracle Service Cloud, Oracle Marketing Cloud (Eloqua), Customer Data Management (CDM), Incentive Compensation (ICM), and CX Analytics.
- Proven experience in business requirements gathering, discovery workshops, process mapping, fit-gap analysis, functional solution design, and business process improvement.
- Strong understanding of CRM, customer service management, marketing automation, sales force automation (SFA), master data management (MDM), and sales compensation management.
- Experience producing business and functional documentation including BRDs, FDDs, user stories, and process flows.
- Experience managing UAT activities, user training, and adoption initiatives.
- Good understanding of REST APIs, SOAP web services, Oracle CX integrations, data migration processes, OTBI reporting, and Oracle CX configuration frameworks.
- Strong stakeholder management, workshop facilitation, analytical, problem-solving, communication, presentation, and documentation skills.
- Ability to manage multiple workstreams in fast-paced project environments and adopt a customer-focused, consultative approach.
Desirable skills/knowledge/experience:
- Oracle CX Cloud certifications in Sales, Service, Marketing, CX Foundation, or related modules.
- Knowledge of Application Composer, Groovy scripting, and Oracle CX extensibility framework.
- Experience working within Agile/Scrum delivery environments.
- Exposure to large-scale digital transformation programmes and cloud migration initiatives.
- Additional Oracle CX certifications and advanced functional specialisations.
Rewards & Benefits
TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, healthcare, life assurance, laptop, phone, access to extensive training resources, and discounts within the larger Tata network.
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We offer health and wellbeing initiatives and sports events. We are the proud sponsor of the London Marathon.
Diversity, Inclusion and Wellbeing
Tata Consultancy Services UKI is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998.
We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, and sexual orientation. We are a disability-inclusive employer and encourage disabled people to apply for this role.
As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at UKI.recruitment@tcs.com if you would like to opt in.
If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or call the TCS London Office on 02031552100 / +44 204 520 2575. We welcome requests prior to completing the application and at any stage of the recruitment process.
Next Steps: Application Process
- Online application: You can apply directly through LinkedIn/by uploading your CV. If you wish to submit your application via another format such as audio or video, please contact UKI.recruitment@tcs.com.
- Skill-Based Discussion: This will be a Level 1 interview with the project team and may take place via video or in person. Details will be confirmed by your recruiter.
- Managerial Discussion: This discussion will focus on behavioural aspects and person-organisation fit.
- HR Discussion: This discussion will be with a member of the HR team and will cover your career journey, growth aspirations, compensation, and any questions you may have.
Beware of Fraudulent Offers
This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends job offers from free internet email services such as Gmail or Yahoo Mail. TCS has not authorised any third-party company to collect money on its behalf.
As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests. You can write to UKI.recruitment@tcs.com to report any fraudulent activity.
Due to the high volume of applications, we will be unable to contact each applicant individually regarding the status of their application. If you have not received a direct response within 30 days, your application should be deemed unsuccessful on this occasion.
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