Delta System & Software, Inc. · 6 hours ago
Oracle Rightnow Service Cloud
United States
Full-time
Remote
Senior Level
5+ years expDelta System & Software, Inc. is seeking a CRM Lead for Oracle Service Cloud. This role involves leading the design, implementation, and integration of Oracle Service Cloud with Genesys Cloud CX, requiring strong technical and leadership skills.
CRMInformation TechnologyRoboticsSoftware
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
Required
Oracle Service Cloud (Fusion)
Oracle CX cloud CX - Customer Exp, also means service clouds
Fusion Cloud
Onsite and Offshore coordination
5 yrs in Oracle cloud fusion Relevant experience
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
Delta System & Software, Inc.
Delta System & Software is an information technology company offering SAP, ERP, and, e-business solutions.
51-200 employees
H1B Sponsorship
Delta System & Software, Inc. 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 (11)
2024 (66)
2023 (43)
2022 (70)
2021 (91)
2020 (60)
Funding
Current Stage
Growth StageLeadership Team
Pawan Sharma
Founder & CEO (Sr. SAP- FICO S4 HANA Solution Architect)
Company data provided by crunchbase