Oracle CRM with Genesys Lead
Oracle CRM with Genesys Lead
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Salary Not Disclosed
1 Vacancy
Job Description
We are looking for Oracle CRM with Genesys Lead for San Jose CA. ( Day 1 Onsite)
Fulltime or C2C with own corporation only for USA Residents
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 crossfunctional leadership role involving handson 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 centerrelated 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 clientside 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 handson experience with Genesys Cloud CX including IVR ACD and digital channels.
- Proven expertise in telephony systems integration (VoIP SIP trunking SBCs 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 crossfunctional 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).
Employment Type
Full Time
