Oracle CRM Lead - Remote

We are seeking an experienced CRM Lead to work onsite with a client, responsible for the design, implementation, and integration of Oracle Service Cloud (OSC) with Genesys Cloud CX and enterprise telephony systems. This cross-functional leadership role requires hands-on system knowledge, technical integration expertise, and alignment with business processes across customer service and support environments.

Job Description:

• Lead onsite CRM initiatives, including Oracle Service Cloud configuration, customization, and integration with Genesys Cloud CX.
• Act as the primary liaison between business users, technical teams, and vendors for CRM and contact center projects.
• Drive seamless integration of telephony systems (SIP, IVR, call routing) with Oracle Service Cloud and Genesys Cloud.
• Analyze business requirements and translate them into system designs, workflow automations, 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 regulations (e.g., GDPR, HIPAA).

Required Skills & Experience:

• 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.
• Genesys and Oracle certifications (e.g., Oracle B2C Service Certified, Genesys Cloud Certified Professional) are a plus.
• 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).

Job Type: Contract

Work Location: Remote