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Urgent! Oracle Service cloud - CRM Lead Job Opening In USA, USA – Now Hiring Unicorn Technologies LLC

Oracle Service cloud  CRM Lead



Job description

<p><b data-olk-copy-source="MessageBody">TechM<br /> Oracle Service cloud - CRM Lead</b><br /> <b>San Jose CA Onsite (3 days office hybrid weekly)<br /> Subcon rate Open with C2C / W2</b><br /> <b>Required Skills & Experience:</b><br /> 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.<br /> <b>Job Description</b><br /> Lead onsite CRM initiatives involving Oracle Service Cloud configuration, customization, and integration with Genesys Cloud CX.<br /> Serve as the primary liaison between business users, technical teams, and vendors for CRM and contact center-related initiatives.<br /> Drive seamless integration of telephony systems with Oracle Service Cloud and Genesys Cloud, including SIP, IVR, and call routing.<br /> Analyze business requirements and translate them into system design, workflow automation, and customer service logic.<br /> Guide the configuration of workspaces, workflows, rules, and service queues in Oracle Service Cloud.<br /> Oversee Genesys Architect flow designs, omnichannel setup, and telephony routing logic.<br /> Troubleshoot system issues and support continuous improvement of CRM and contact center platforms.<br /> Coordinate data synchronization between Oracle Service Cloud and other systems (e.g., ERP, Knowledge Base, Reporting).<br /> Train and mentor client-side users and IT staff on new features, best practices, and incident management.<br /> Ensure adherence to security, compliance, and data privacy requirements (e.g., GDPR, HIPAA)<br /> <b>Responsibilities</b><br /> 5+ years of experience in CRM leadership or consulting roles with Oracle Service Cloud (RightNow).<br /> Solid understanding of customer service operations and CRM/contact center best practices.<br /> Strong communication, stakeholder management, and onsite leadership skills.<br /> Ability to create detailed functional and technical documentation.<br /> Experience managing projects in cross-functional enterprise environments<br /> Genesys and Oracle certifications (e.g., Oracle B2C Service Certified, Genesys Cloud Certified Professional).<br /> Familiarity with scripting (JavaScript, PHP) in Oracle Service Cloud.<br /> Experience with middleware/integration tools (e.g., MuleSoft, Oracle Integration Cloud).<br /> Understanding of customer experience analytics and reporting (e.g., Oracle BI, Genesys reporting).</p>


Required Skill Profession

Computer Occupations



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