Description

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

Responsibilities

• Configure workspaces, workflows, rules, and service queues within Oracle Service Cloud.
• Drive integration of telephony systems, including SIP, IVR, and call routing, with Oracle Service Cloud and Genesys Cloud.
• Translate business requirements into system design, workflow automation, and customer service logic.
• Coordinate data synchronization between Oracle Service Cloud and other systems like ERP and Knowledge Base.
• Mentor users and IT staff on platform features, best practices, and incident management.

Required Skills

• 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.
• Experience managing projects in cross-functional enterprise environments.
• Familiarity with scripting using JavaScript or PHP within Oracle Service Cloud.
• Experience with middleware/integration tools such as MuleSoft or Oracle Integration Cloud.
• Experience integrating with ERP systems.
• Knowledge of Oracle BI for customer experience analytics and reporting.
• Strong stakeholder management and onsite leadership skills.

Key Skills

Education

Any Gradute