CRM Lead – Oracle Service Cloud & Genesys Integration

About the role

The client is seeking an experienced CRM Lead to drive the design, implementation, and integration of Oracle Service Cloud with Genesys Cloud CX and enterprise telephony systems. This onsite position requires hands‑on technical expertise and the ability to align business processes across customer service and support environments.

Key responsibilities

• Lead onsite CRM initiatives, configuring and customizing Oracle Service Cloud and integrating it with Genesys Cloud CX.
• Serve as the primary liaison between business users, technical teams, and vendors for CRM and contact‑center projects.
• Design and implement telephony integration, including SIP, IVR, call routing, and ACD logic.
• Coordinate data synchronization between Oracle Service Cloud and other enterprise systems such as ERP and knowledge bases.
• Troubleshoot system issues, provide continuous improvement, and mentor client‑side users and IT staff.

Required profile

• 5+ years of CRM leadership or consulting experience with Oracle Service Cloud (RightNow).
• 3+ years of hands‑on experience with Genesys Cloud CX, including IVR, ACD, and digital channels.
• Strong communication and stakeholder‑management skills, with the ability to produce detailed functional and technical documentation.

Required skills

• Oracle Service Cloud (RightNow) configuration and customization
• Genesys Cloud CX integration (IVR, ACD, omnichannel)
• Telephony integration technologies (VoIP, SIP trunking, SBC, PBX)
• Scripting languages: JavaScript, PHP
• Middleware/integration tools: MuleSoft, Oracle Integration Cloud
• Analytics and reporting: Oracle BI, Genesys reporting