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CRM Lead - Oracle Service Cloud (OSC)

TechDigital
  • Milpitas, CA
    1 day ago

    Job Description

    Experienced CRM Lead to be deployed onsite with a client, responsible for leading the design, implementation, and integration of Oracle Service Cloud (OSC) with Genesys Cloud CX and enterprise telephony systems. This position is a cross-functional leadership role involving hands-on system knowledge, technical integration, and business process alignment across customer service and support environments.
    Job Description

    Job expectation :
    • Lead onsite CRM initiatives involving Oracle Service Cloud configuration, customization, and integration with Genesys Cloud CX.
    • Serve as the primary liaison between business users, technical teams, and vendors for CRM and contact center-related initiatives.
    • Drive seamless integration of telephony systems with Oracle Service Cloud and Genesys Cloud, including SIP, IVR, and call routing.
    • Analyze business requirements and translate them into system design, workflow automation, and customer service logic.
    • Guide the configuration of workspaces, workflows, rules, and service queues in Oracle Service Cloud.
    • Oversee Genesys Architect flow designs, omnichannel setup, and telephony routing logic.
    • Troubleshoot system issues and support continuous improvement of CRM and contact center platforms.
    • Coordinate data synchronization between Oracle Service Cloud and other systems (e.g., ERP, Knowledge Base, Reporting).
    • Train and mentor client-side users and IT staff on new features, best practices, and incident management.
    • Ensure adherence to security, compliance, and data privacy requirements (e.g., GDPR, HIPAA)
    Required Skills
    • 5+ years of experience in CRM leadership or consulting roles with Oracle Service Cloud (RightNow).
    • 3+ years of hands-on experience with Genesys Cloud CX, including IVR, ACD, and digital channels.
    • Proven expertise in telephony systems integration (VoIP, SIP trunking, Clients, PBX).
    • Solid understanding of customer service operations and CRM/contact center best practices.
    • Strong communication, stakeholder management, and onsite leadership skills.
    • Ability to create detailed functional and technical documentation.
    • Experience managing projects in cross-functional enterprise environments
    Preferred Skills:
    • Genesys and Oracle certifications (e.g., Oracle B2C Service Certified, Genesys Cloud Certified Professional).
    • Familiarity with scripting (JavaScript, PHP) in Oracle Service Cloud.
    • Experience with middleware/integration tools (e.g., MuleSoft, Oracle Integration Cloud).
    • Understanding of customer experience analytics and reporting (e.g., Oracle BI, Genesys reporting)

    Numbers & Facts

    LocationMilpitas, CA
    IndustryOther/Not Classified
    Company Size100 to 499 employees

    Skills

    • Architectural Designunmatched
    • Automatic Call Distributor (ACD)unmatched
    • Automationunmatched
    • Best Practicesunmatched
    • Business Analysisunmatched
    • Business Intelligenceunmatched
    • Business Processesunmatched
    • Call Center Evaluationunmatched
    • Call Centersunmatched
    • Call Routingunmatched
    • Cloud Computingunmatched
    • Communication Skillsunmatched
    • Consultingunmatched
    • Continuous Improvementunmatched
    • Cross-Functionalunmatched
    • Customer Experienceunmatched
    • Customer Relationship Management (CRM)unmatched
    • Customer Service Operationsunmatched
    • Customer Support/Serviceunmatched
    • Customer Trainingunmatched
    • ERP (Enterprise Resource Planning)unmatched
    • Genesys Solutionsunmatched
    • HIPAA (Health Insurance Portability and Accountability Act)unmatched
    • Identify Issuesunmatched
    • Incident Managementunmatched
    • JavaScriptunmatched
    • Knowledge Baseunmatched
    • Leadershipunmatched
    • Maintain Complianceunmatched
    • Mentoringunmatched
    • Middlewareunmatched
    • Oracleunmatched
    • Oracle Applicationsunmatched
    • Oracle CRMunmatched
    • Oracle Certificationsunmatched
    • PBX (Private Branch eXchange)unmatched
    • PHP Scripting Language (PHP Hypertext Preprocessor)unmatched
    • Project/Program Managementunmatched
    • Requirements Managementunmatched
    • SIP (Session Initiation Protocol)unmatched
    • Scripting (Scripting Languages)unmatched
    • System Integration (SI)unmatched
    • Technical Writingunmatched
    • Telephonyunmatched
    • VoIP (Voice over IP)unmatched
    • Voice Response Systemsunmatched
    • eCommerceunmatched

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