Oracle Service Cloud with Genesys Cloud CX Experience (CRM Lead) - REMOTE

Job Title: Oracle Service Cloud with Genesys Cloud CX Long term contract REMOTE 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, SBCs, 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). Apply Job!