Genesys CRM Lead

We’re looking for a CRM Lead to take charge of designing, implementing, and integrating Oracle Service Cloud (OSC) with Genesys Cloud CX and enterprise telephony systems. This role blends technical expertise, cross-functional leadership, and business process alignment to drive customer service excellence.

What You’ll Do

• Lead onsite CRM initiatives: configuration, customization, and integration of Oracle Service Cloud with Genesys Cloud CX.
• Act as the primary liaison between business users, technical teams, and vendors.
• Drive seamless telephony integration with OSC and Genesys (SIP, IVR, call routing).
• Analyze business requirements and convert them into system design and workflows.
• Configure workspaces, workflows, rules, and service queues in Oracle Service Cloud.
• Oversee Genesys Architect flows, omnichannel setup, and routing logic.
• Troubleshoot system issues and promote continuous improvement.
• Coordinate data synchronization between OSC and other enterprise systems (ERP, Knowledge Base, Reporting).
• Train and mentor client-side users and IT staff.
• Ensure compliance with security, GDPR, HIPAA, and data privacy standards.

What We’re Looking For

• 5+ years in CRM leadership/consulting with Oracle Service Cloud (RightNow).
• 3+ years hands-on with Genesys Cloud CX (IVR, ACD, digital channels).
• Strong background in telephony integration (VoIP, SIP trunking, SBCs, PBX).
• Deep understanding of CRM/contact center best practices.
• Excellent communication, stakeholder management, and leadership skills.
• Ability to produce clear functional and technical documentation.
• Proven success managing cross-functional enterprise projects.

Preferred Skills

• Certifications: Oracle B2C Service Certified, Genesys Cloud Certified Professional.
• Familiarity with scripting (JavaScript, PHP) in Oracle Service Cloud.
• Experience with middleware/integration tools (MuleSoft, Oracle Integration Cloud).
• Knowledge of analytics & reporting tools (Oracle BI, Genesys reporting).

Job Type: Full-time

Pay: $115,636.31 - $139,260.94 per year

Work Location: Hybrid remote in Santa Clara, CA 95054