Oracle CRM Lead Developer in San Jose, CA_Fulltime/contract

Overview

On Site
$60 - $70
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 12 Month(s)

Skills

Genesys Cloud CX

Job Details

Position: CRM Lead
Location: San Jose, CA (Day 1 Onsite)
Job type:Fulltime/Contract

pranayatburgeonitsdotcom

Job Overview:
We are seeking an experienced CRM Lead to drive onsite initiatives involving Oracle Service Cloud (OSC) and its integration with Genesys Cloud CX and enterprise telephony systems. This role blends technical leadership, hands-on system expertise, and business process alignment for customer service and support environments.

Key Responsibilities:

  • Lead the design, configuration, and integration of Oracle Service Cloud with Genesys Cloud CX

  • Act as the main liaison between business users, technical teams, and vendors

  • Oversee telephony integration (SIP, IVR, call routing) between systems

  • Analyze business requirements and implement CRM workflows, rules, and service logic

  • Manage Genesys Architect flows, omnichannel setups, and routing logic

  • Troubleshoot and optimize CRM/contact center platforms

  • Coordinate data sync across CRM, ERP, knowledge bases, and reporting tools

  • Train and mentor client teams on CRM best practices

  • Ensure compliance with security and data privacy standards (GDPR, HIPAA)

Required Skills:

  • 5+ years in CRM leadership or consulting (Oracle Service Cloud / RightNow)

  • 3+ years hands-on with Genesys Cloud CX (IVR, ACD, digital channels)

  • Strong telephony systems integration experience (VoIP, SIP trunking, SBCs, PBX)

  • Deep understanding of CRM/contact center operations

  • Strong communication and stakeholder management skills

  • Proven ability to create detailed technical documentation

  • Experience managing cross-functional projects

Preferred Skills:

  • Certifications: Oracle B2C Service, Genesys Cloud

  • Scripting: JavaScript, PHP in Oracle Service Cloud

  • Middleware experience: MuleSoft, Oracle Integration Cloud

  • Experience with customer analytics and reporting tools (Oracle BI, Genesys reporting)

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