Oracle Service Cloud & Genesys CX Solution Architect jobs in United States
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Artmac · 11 hours ago

Oracle Service Cloud & Genesys CX Solution Architect

positionSan Jose, CA
timeContract
remoteOnsite
senioritySenior Level, Lead/Staff
date8+ years exp

Artmac is a technology consulting and service-oriented IT company dedicated to providing innovative technology solutions and services. They are seeking an Oracle Service Cloud & Genesys CX Solution Architect who will lead CRM initiatives, manage projects in enterprise environments, and serve as a liaison between business users and technical teams.

Digital MarketingInformation TechnologyWeb DesignWeb Development
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H1B Sponsor Likelynote

Responsibilities

5+ years of experience in CRM leadership or consulting roles with Oracle Service Cloud (RightNow)
Experience managing projects in cross-functional enterprise environments
Experience with middleware/integration tools (e.g., MuleSoft, Oracle Integration Cloud)
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
Understanding of customer experience analytics and reporting (e.g., Oracle BI, Genesys reporting)
Genesys and Oracle certifications (e.g., Oracle B2C Service Certified, Genesys Cloud Certified Professional)
Familiarity with scripting (JavaScript, PHP) in Oracle Service Cloud
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 CloudMiddleware toolsCustomer experience analyticsScripting JavaScriptScripting PHPStakeholder managementTrainingSecurityComplianceCommunication skillsDocumentation skillsMentoring

Required

5+ years of experience in CRM leadership or consulting roles with Oracle Service Cloud (RightNow)
Experience managing projects in cross-functional enterprise environments
Experience with middleware/integration tools (e.g., MuleSoft, Oracle Integration Cloud)
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
Understanding of customer experience analytics and reporting (e.g., Oracle BI, Genesys reporting)
Genesys and Oracle certifications (e.g., Oracle B2C Service Certified, Genesys Cloud Certified Professional)
Familiarity with scripting (JavaScript, PHP) in Oracle Service Cloud
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)
Bachelor's degree or equivalent combination of education and experience

Company

Artmac

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Artmac provides Digital, consulting and Management IT services to clients globally - As your trusted partner, let’s reimagine how your business gets done.
dateFounded in 2011
location
Atlanta, Georgia, USA
people-size11-50 employees
web-link
https://www.artmacsoft.com

H1B Sponsorship

Artmac 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
2023 (3)
2021 (3)

Funding

Current Stage
Early Stage
Company data provided by crunchbase