CRM Lead WITH Genesys Cloud CX EXP

Diverse Lynx; San Jose (CA); Remote; USD 90,000 - 150,000; Full time

Job summary

An innovative company is seeking an experienced CRM Lead to spearhead the integration of Oracle Service Cloud with Genesys Cloud CX. In this remote role, you will lead cross-functional initiatives, ensuring seamless telephony integration and optimizing customer service operations. Your expertise in CRM leadership and telephony systems will be crucial as you guide teams through configuration and customization processes. This position offers the opportunity to make a significant impact in a dynamic environment that values diversity and collaboration. Join a forward-thinking organization where your skills will drive customer satisfaction and operational excellence.

Qualifications

• 5+ years in CRM leadership with Oracle Service Cloud experience.
• Hands-on with Genesys Cloud CX and telephony systems integration.

Responsibilities

• Lead CRM initiatives with Oracle Service Cloud and Genesys Cloud CX.
• Drive integration of telephony systems and oversee workflow automation.

Skills

CRM Leadership

Oracle Service Cloud

Genesys Cloud CX

Telephony Systems Integration

Communication Skills

Stakeholder Management

Tools

Oracle Integration Cloud

MuleSoft

Job description

Role - CRM Lead WITH Genesys Cloud CX EXP

Remote

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.

Job Description

Job expectation :

• 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)

Required Skills

• 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, Clients, 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

Preferred Skills :

• 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).

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.