Role - Oracle Rightnow Service Cloud position
Location - San Jose CA or Should be available in PST location
Key skills:
Oracle Service Cloud (Fusion)
Oracle CX cloud CX - Customer Exp, also means service clouds
Fusion Cloud
Onsite and Offshore coordination
5 yrs in Oracle cloud fusion Relevant experience
Project involves Migration of system from Rightnow to Cloud Fusion
Required Skills & Experience:
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 Description
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)
5+ years of experience in CRM leadership or consulting roles with Oracle Service Cloud (RightNow).
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
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).
Never miss an opportunity! Create an alert based on the job you applied for.
