CRM Lead
CRM Lead
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Salary Not Disclosed
1 Vacancy
Job Description
Role: CRM Lead
Location: San Jose CA - Onsite
Type: Contract
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 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 cross-functional enterprise environments
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
