CRM Technical Lead Oracle & Genesys Cloud

CRM Technical Lead Oracle & Genesys Cloud

Posted Today by 1759913372

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Negotiable
Outside
Remote
USA
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Automation Business Process Business Requirements Cloud Computing Cloud Technology Constituent Relationship Management Customer Relationship Management (CRM) Software Data Privacy Laws Genesys Interactive Voice Response Knowledge Base Management Private Branch Exchange (PBX) SIP Trunking Stakeholder Management Systems Design Systems Integration Technical Documentation Workflow Automation Workflows

Summary: The CRM Technical Lead for Oracle & Genesys Cloud is responsible for leading the design, implementation, and integration of Oracle Service Cloud with Genesys Cloud CX and telephony systems. This role requires a blend of technical expertise and leadership skills to ensure effective CRM initiatives and seamless integration across customer service environments. The position involves liaising between business users, technical teams, and vendors while driving continuous improvement in CRM and contact center platforms.

Key Responsibilities:

  • 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 workspaces, 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).

Key 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.
  • Strong communication, stakeholder management, and onsite leadership skills.
  • Ability to create detailed functional and technical documentation.
  • Experience managing projects in cross-functional enterprise environments.
  • 3+ years of hands-on experience with Genesys Cloud CX, including IVR, ACD, and digital channels (optional).
  • Proven expertise in telephony systems integration (VoIP, SIP trunking, SBCs, PBX) (optional).

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:
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 systems knowledge, technical integration, and business process alignment across customer service and support environments.
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 workspaces, 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)
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.
* Strong communication, stakeholder management, and onsite leadership skills.
* Ability to create detailed functional and technical documentation.
* Experience managing projects in cross-functional enterprise environments.
Optional Skills:
* 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, SBCs, PBX).
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