Description

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

Responsibilities

• Serve as the primary liaison between business users, technical teams, and vendors for CRM and contact center initiatives.
• Drive seamless integration of telephony systems (SIP, IVR, call routing) with Oracle Service Cloud and Genesys Cloud.
• 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.
• Coordinate data synchronization between Oracle Service Cloud and systems like ERP, Knowledge Base, and Reporting.

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 (JavaScript, PHP) in Oracle Service Cloud.
• Experience with middleware/integration tools such as MuleSoft or Oracle Integration Cloud.
• Understanding of customer experience analytics and reporting (e.g., Oracle BI, Genesys reporting).
• Strong communication, stakeholder management, and onsite leadership skills.

Key Skills

Education

Any Graduate