CRM Integration Lead Oracle Service Cloud & Genesys

  • San Jose, CA
  • Posted 17 hours ago | Updated 17 hours ago

Overview

On Site
$60 - $70
Accepts corp to corp applications
Contract - W2
Contract - Independent

Skills

CRM
Oracle Service Cloud
Genesys
Telephony Integration

Job Details

Job Title: CRM Lead

Location: San Jose, CA (Day 1 Onsite)

Employment Type: Full-time / Contract (C2C available)

About the Role

We are seeking a dynamic CRM Lead to drive customer experience initiatives and lead enterprise CRM operations. The ideal candidate will bring deep expertise in Oracle Service Cloud (RightNow), strong leadership skills, and the ability to manage cross-functional stakeholders in a fast-paced environment.

Key Responsibilities

  • Lead CRM initiatives with a focus on Oracle Service Cloud (RightNow).
  • Partner with business stakeholders to design, implement, and optimize CRM/contact center solutions.
  • Provide leadership and guidance to onsite and cross-functional project teams.
  • Create and maintain detailed functional and technical documentation.
  • Manage enterprise-level projects, ensuring timely delivery and alignment with business goals.

Required Skills & Experience

  • 5+ years of experience in CRM leadership or consulting roles.
  • Strong knowledge of customer service operations and CRM/contact center best practices.
  • Excellent communication, stakeholder management, and leadership skills.
  • Experience in enterprise project management across cross-functional teams.

Optional/Preferred Skills

  • 3+ years of experience with Genesys Cloud CX (IVR, ACD, digital channels).
  • Expertise in telephony system integrations (VoIP, SIP trunking, SBCs, PBX).
  • Oracle B2C Service and/or Genesys Cloud certifications.
  • Scripting experience (JavaScript, PHP) in Oracle Service Cloud.
  • Experience with middleware/integration tools (MuleSoft, Oracle Integration Cloud).
  • Knowledge of customer experience analytics & reporting (Oracle BI, Genesys reporting).
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