Oracle Rightnow Service Cloud jobs in United States
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Yochana · 1 week ago

Oracle Rightnow Service Cloud

positionSan Jose, CA
timeContract
remoteHybrid
senioritySenior Level
date5+ years exp

Yochana is seeking an experienced CRM Lead for the Oracle Rightnow Service Cloud position. The role involves leading the design, implementation, and integration of Oracle Service Cloud with Genesys Cloud CX and enterprise telephony systems, while serving as a liaison between business users and technical teams.

Business Information SystemsInformation and Communications Technology (ICT)Information ServicesInformation TechnologySoftwareStaffing Agency
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H1B Sponsor Likelynote
Hiring Manager
Divya Bhargavi
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Responsibilities

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)

Qualification

Oracle Service CloudGenesys Cloud CXCRM leadershipIntegration toolsScripting JavaScriptScripting PHPProject managementStakeholder managementTrainingCustomer experience analyticsCommunication skillsDocumentation skillsMentoring

Required

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
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)
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

Preferred

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)

Company

Yochana

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Yochana: Your Trusted Workforce Partner Across North America & Beyond For over 16 years, Yochana has been a leading talent acquisition firm, connecting businesses with top professionals across industries.
dateFounded in 2009
location
Farmington Hills, Michigan, USA
people-size201-500 employees
web-link
http://yochana.com/

H1B Sponsorship

Yochana has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (21)
2024 (11)
2023 (3)

Funding

Current Stage
Growth Stage

Leadership Team

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Anusha Sharath
Global Talent Acquisition Lead / HR-BP
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Recent News

LinkedIn
Yochana IT Solutions INC on LinkedIn: #welcomeonboard #diversetalent #diversityatwork #yochananewbeginnings…
2024-04-08
Company data provided by crunchbase