Module Lead

  • San Jose, CA
  • Posted 2 days ago | Updated 14 hours ago

Overview

On Site
Full Time
Part Time
Accepts corp to corp applications
Contract - W2
Contract - Independent

Skills

Solution Architecture
Oracle EBS
Customer Service
SIP
Interactive Voice Response
Routing
Telephony
JavaScript
PHP
Scripting
Middleware
MuleSoft
Analytics
OBIEE
Reporting
Communication
Stakeholder Management
Leadership
Management
Oracle
Retail
RightNow
Genesys
Cloud Computing
SANS
Customer Relationship Management (CRM)
Customer Experience

Job Details

Job Title: CRM Lead - Oracle RightNow (Oracle Service Cloud) & Genesys Cloud CX

Location: San Jose, CA (Hybrid)

Job Type: Contract

Position Overview

We are seeking an experienced CRM Lead with deep expertise in Oracle Service Cloud (RightNow) and hands-on integration experience with Genesys Cloud CX and enterprise telephony systems. This onsite hybrid role requires a strong blend of CRM leadership, technical integration skills, and the ability to work closely with business and IT stakeholders to drive customer service transformation initiatives.

Required Skills & Experience

  • 5+ years of experience in CRM leadership, consulting, or solution architecture roles focused on Oracle Service Cloud (RightNow).
  • Proven experience integrating Oracle Service Cloud with Genesys Cloud CX and telephony systems.
  • Strong understanding of customer service operations, contact center processes, and CRM/omnichannel best practices.
  • Experience with SIP, IVR, call routing, and telephony integration concepts.
  • Hands-on experience with JavaScript, PHP, and scripting within OSC.
  • Familiarity with middleware/integration tools such as MuleSoft or Oracle Integration Cloud (OIC).
  • Understanding of customer experience analytics and reporting platforms (Oracle BI, Genesys reporting tools).
  • Strong communication, stakeholder management, and onsite leadership skills.
  • Proven ability to work in cross-functional enterprise environments and manage multiple concurrent initiatives.

Certifications

  • Oracle B2C Service (RightNow) Certification
  • Genesys Cloud Certified Professional
  • Additional CRM, CX, or integration-related certifications

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.