Oracle Rightnow Service Cloud position
Job in
San Jose, Santa Clara County, California, 95199, USA
Listed on 2026-01-12
Listing for:
Yochana IT Solutions
Full Time
position Listed on 2026-01-12
Job specializations:
-
IT/Tech
IT Consultant, Technical Support, IT Project Manager, Cloud Computing
Job Description & How to Apply Below
Role – Oracle Rightnow Service Cloud position
Location – San Jose CA Onsite (3 days office hybrid weekly)
Full time position/ Subcon
RequiredSkills & Experience:
- 5 years of experience in CRM leadership or consulting roles with Oracle Service Cloud (Right Now).
- 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.
- 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., Mule Soft, Oracle Integration Cloud).
- Understanding of customer experience analytics and reporting (e.g., Oracle BI, Genesys reporting).
- 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 work spaces, 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).
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