Lead CRM Consultant - Oracle Service Cloud and Genesys

Overview

On Site
$52 - $55 hr
Contract - Independent
Contract - W2

Skills

CRM CONSULTANT
LEAD CRM CONSULTANT
ORACLE SERVICE CLOUD
OSC
GENESYS

Job Details

We are currently hiring for an exciting opportunity with our client for the role of Lead CRM Consultant - Oracle Service Cloud & Genesys in Milpitas, CA - Onsite. I'd like you to please go through the job description for your reference. If you are interested, please apply here.

Job Title: Lead CRM Consultant - Oracle Service Cloud & Genesys
Location: Milpitas, CA - Onsite
Duration: Contract (6+ Months and Extendable)
Rate: $50/hr - $55/hr on W2 All Inclusive Danta Technologies payroll OR $65/hr on C2C - Corporation to Corporation All Inclusive

Summary:
The client is looking for a CRM Integration and Contact Center Solutions Lead who will work onsite (not remote) to lead, design, and implement integrations between Oracle Service Cloud (RightNow) and Genesys Cloud CX, including telephony systems like VoIP, SIP, and IVR.

This is a senior hands-on and strategic consulting role requiring Someone who combines deep platform knowledge (OSC + Genesys), systems integration skills, on-site client leadership, and the ability to drive enterprise CRM/contact center initiatives from start to finish.

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, Clients, 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).


Notes:- All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.

Benefits: Danta offers a compensation package to all W2 employees that are competitive in the industry. It consists of competitive pay, the option to elect healthcare insurance (Dental, Medical, Vision), Major holidays and Paid sick leave as per state law.

The rate/ Salary range is dependent on numerous factors including Qualification, Experience and Location.

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.