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Lead Oracle Service Cloud

Lead Oracle Service Cloud

Cynet SystemsMilpitas, CA
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Job Description :

Pay Range : $65hr - $70hr

  • Lead onsite CRM initiatives involving Oracle Service Cloud configuration, customization, and integration with Client 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 Client 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 Client 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).

Required Skills :

  • 5+ years of experience in CRM leadership or consulting roles with Oracle Service Cloud (Right Now).
  • 3+ years of hands-on experience with Client Cloud CX, including IVR, ACD, and digital channels.
  • Proven expertise in telephony systems integration (VoIP, SIP trunking, Clients, PBX).
  • 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 Skills :

  • Client and Oracle certifications (e.g., Oracle B2C Service Certified, Client 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, Client reporting).
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    Oracle Service Cloud • Milpitas, CA