CRM lead with Oracle Service Cloud

Overview

Remote
On Site
$50 - $70
Contract - Independent
Contract - W2
Contract - 7 Month(s)

Skills

genesys
oracle cloud service
CRM
including SIP
workflows

Job Details

Duration - 6+ months

Skills - CRM lead with Oracle Service Cloud

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

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)
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