Oracle Service Cloud Developer

CRM Lead

San Jose, CA – Hybrid or Remote.

The CRM Lead will be responsible for leading the design, implementation, and integration of Oracle Service Cloud (OSC) with Genesys Cloud CX and enterprise telephony systems. This role involves cross‑functional leadership, hands‑on system knowledge, technical integration, and business process alignment within customer service and support environments.

• Spearhead CRM initiatives, configuring, customizing, and integrating Oracle Service Cloud with Genesys Cloud CX.
• Serve as the primary liaison between business users, technical teams, and vendors.
• Drive the integration of telephony systems with Oracle Service Cloud and Genesys Cloud CX.
• Analyze business requirements, 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, support continuous improvement of CRM and contact center platforms.
• Coordinate data synchronization between Oracle Service Cloud and other systems.
• Train and mentor client‑side users and IT staff.
• Ensure adherence to security, compliance, and data privacy requirements.

• Minimum 5 years of experience in CRM leadership or consulting roles with Oracle Service Cloud (Right Now).
• At least 3 years of hands‑on experience with Genesys Cloud CX.
• Proven expertise in telephony systems integration (VoIP, SIP trunking, SBCs, 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 and manage projects in cross‑functional enterprise environments.

Mid‑Senior level

Full‑time

Engineering and Information Technology

Software Development