CRM Lead

Required Skills

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

Optional Skills

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, SBCs, PBX).

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).