CRM Lead - Oracle Service Cloud; OSC

Experienced CRM Lead to be deployed onsite with a client, responsible for leading the design, implementation, and integration of Oracle Service Cloud (OSC) with Genesys Cloud CX and enterprise telephony systems. This position is a cross-functional leadership role involving hands-on system knowledge, technical integration, and business process alignment across customer service and support environments.

Job Description

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 work spaces, 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)

• 5+ years of experience in CRM leadership or consulting roles with Oracle Service Cloud (Right Now).
• 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, Clients, 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

• 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., Mule Soft, Oracle Integration Cloud).
• Understanding of customer experience analytics and reporting (e.g., Oracle BI, Genesys reporting)