Job Specifications
Who We Are
Artmac Soft is a technology consulting and service-oriented IT company dedicated to providing innovative technology solutions and services to customers.
Job Description
Job Title : Oracle Service Cloud & Genesys CX Solution Architect
Job Type : W2/C2C
Experience : 8-15 Years
Location : San Jose, California (On-Site)
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
Bachelor's degree or equivalent combination of education and experience.
About the Company
Artmac provides Digital, consulting and Management IT services to clients globally - As your trusted partner, let's reimagine how your business gets done. Merging your vision and our expertise, we help you achieve powerful results.It's our mission to help our customers achieve success. That can only be accomplished through strong, lasting relationships.
Artmac offers a wide array of solutions for a range of key verticals and horizontals.Starting from the strategy consulting right through to implementing IT solutions for cli...
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