Customer Relationship Management Lead

Tekgence Inc; San Jose (CA); On-site; USD 68,880 - 96,432; Part time

Job summary

A leading tech recruitment firm is seeking an IT Recruitment Manager in San Jose, CA to lead CRM and contact center initiatives. The ideal candidate has over 5 years in CRM leadership with Oracle Service Cloud and strong experience in telephony systems integration. This contract role requires onsite presence and offers an opportunity to manage pivotal IT projects.

Qualifications

• 5+ years in CRM leadership or consulting roles with Oracle Service Cloud.
• 3+ years hands-on experience with Genesys Cloud CX.
• Proven expertise in telephony systems integration.

Responsibilities

• Lead CRM and contact center initiatives with Oracle Service Cloud and Genesys Cloud.
• Manage telephony systems integration and ensure seamless customer service operations.
• Develop documentation and manage projects in cross-functional environments.

Skills

CRM leadership

Telephony systems integration

Stakeholder management

Technical documentation

Tools

Oracle Service Cloud (RightNow)

Genesys Cloud CX

Job description

Overview

IT Recruitment Manager | Talent Acquisition Leader in Tech | Client Relation | Connecting Top Tech Talent with Innovative Companies

San Jose, CA (Day 1 Onsite)

12+ months contract

Responsibilities

• Lead CRM and contact center initiatives with Oracle Service Cloud (RightNow) and Genesys Cloud CX.
• Manage telephony systems integration (VoIP, SIP trunking, SBCs, PBX) and ensure seamless customer service operations.
• Develop functional and technical documentation; manage projects in cross-functional enterprise environments.
• Provide onsite leadership and stakeholder management; align IT capabilities with business goals.

Qualifications

• 5+ years in CRM leadership or consulting roles with Oracle Service Cloud (RightNow).
• 3+ years hands-on experience with Genesys Cloud CX (IVR, ACD, digital channels).
• Proven expertise in telephony systems integration (VoIP, SIP trunking, SBCs, 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.
• LinkedIn: linkedin.com/in/nitesh-ch-a378b5222

Job Details

• Seniority level: Mid-Senior level
• Employment type: Contract
• Industry: IT Services and IT Consulting