NAM Info Inc ยท 5 hours ago
Oracle Rightnow Service Cloud position
San Jose, CA
Contract
Onsite
Senior Level
5+ years expNAM Info Inc is seeking an Oracle Rightnow Service Cloud position. The role involves leading the design, implementation, and integration of Oracle Service Cloud with Genesys Cloud CX, while coordinating onsite CRM initiatives and ensuring adherence to compliance and data privacy requirements.
CommunitiesInformation and Communications Technology (ICT)Information Technology
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
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
NAM Info Inc
NAM Info Inc.
51-200 employees
H1B Sponsorship
NAM Info 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 (19)
2024 (26)
2023 (22)
2022 (46)
2021 (33)
2020 (29)
Funding
Current Stage
Growth StageLeadership Team
Shyam Valloornatt
Chief Operating Officer
Recent News
2025-01-31
Company data provided by crunchbase