CRM Lead

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.

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)

Requirements

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; 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; Experience managing projects in cross-functional enterprise environments

Nice to have

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., MuleSoft, Oracle Integration Cloud); Understanding of customer experience analytics and reporting (e.g., Oracle BI, Genesys reporting)