Oracle Service Cloud Developer

Overview

Remote
On Site
Depends on Experience
Full Time
No Travel Required
Unable to Provide Sponsorship

Skills

RightNow
OSC

Job Details

We are currently seeking a highly skilled CRM Lead for one of our clients in San Jose, CA. This opportunity offers the flexibility of a hybrid work environment or remote work options.

The CRM Lead will be responsible for leading the design, implementation, and integration of Oracle Service Cloud (OSC) with Genesys Cloud CX and enterprise telephony systems. This role involves cross-functional leadership, hands-on system knowledge, technical integration, and business process alignment within customer service and support environments.

Key responsibilities include spearheading CRM initiatives, configuring, customizing, and integrating Oracle Service Cloud with Genesys Cloud CX, serving as the primary liaison between business users, technical teams, and vendors, and driving the integration of telephony systems with Oracle Service Cloud and Genesys Cloud CX.

The ideal candidate will have the ability to analyze business requirements, 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, support continuous improvement of CRM and contact center platforms, coordinate data synchronization between Oracle Service Cloud and other systems, train and mentor client-side users and IT staff, and ensure adherence to security, compliance, and data privacy requirements.

Requirements: Minimum of 5 years of experience in CRM leadership or consulting roles with Oracle Service Cloud (RightNow), at least 3 years of hands-on experience with Genesys Cloud CX, 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 are crucial, along with the ability to create detailed functional and technical documentation and manage projects in cross-functional enterprise environments.


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