Description

You will lead CRM initiatives focusing on Oracle Service Cloud configuration, customization, and integration with Genesys Cloud CX.

Responsibilities

• Drive seamless integration of telephony systems with Oracle Service Cloud and Genesys Cloud, including SIP, IVR, and call routing.
• Translate business requirements 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.
• Coordinate data synchronization between Oracle Service Cloud and external systems like ERP, Knowledge Base, and Reporting.
• Ensure adherence to security, compliance, and data privacy requirements including GDPR and 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.
• Expertise in telephony systems integration involving VoIP, SIP trunking, SBCs, and PBX.
• Strong stakeholder management and onsite leadership skills.
• Ability to create detailed functional and technical documentation.
• Experience managing projects in cross-functional enterprise environments.
• Knowledge of GDPR and HIPAA compliance standards.

Preferred Skills

• Familiarity with JavaScript and PHP scripting in Oracle Service Cloud.
• Experience with middleware and integration tools such as MuleSoft.
• Understanding of customer experience analytics and reporting using Oracle BI or Genesys reporting.

Key Skills

Education

Any Gradute