Description

You will lead the design, implementation, and integration of Oracle Service Cloud with Genesys Cloud CX and enterprise telephony systems onsite in San Jose.

Responsibilities

• Lead CRM initiatives involving Oracle Service Cloud configuration, customization, and integration with Genesys Cloud CX.
• 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.
• Oversee Genesys Architect flow designs, omnichannel setup, and telephony routing logic.
• Coordinate data synchronization between Oracle Service Cloud and enterprise systems such as ERP and Knowledge Bases.
• Mentor client-side users and IT staff on new features, best practices, and incident management.

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 including VoIP, SIP trunking, Clients, and PBX.
• Experience managing projects in cross-functional enterprise environments.
• Ability to create detailed functional and technical documentation.
• Strong stakeholder management and onsite leadership skills.
• Knowledge of security and compliance requirements such as GDPR and HIPAA.

Preferred Skills

• Familiarity with JavaScript and PHP scripting in Oracle Service Cloud.
• Experience with middleware and integration tools like MuleSoft or Oracle Integration Cloud.
• Understanding of customer experience analytics using Oracle BI or Genesys reporting.
• Genesys Cloud or Oracle B2C Service certifications.

Key Skills

Education

Any Gradute