Oracle Service Cloud (OSC)
Oracle Service Cloud (OSC)
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Salary Not Disclosed
1 Vacancy
Job Description
Job Title- Oracle Service Cloud (OSC) with Genesys Cloud CX
Location Milpitas CA- onsite
Contract 1 year
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 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
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).
Thanks & Regards
Team Lead
Mahesh Kumar
Direct No:
Yochana Solutions INC
Windsor Ontario- Canada
Farmington hills MIUSA
USA CANADA I Mexico INDIA
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Employment Type
Full Time
