Customer Relationship Management Lead
Tekgence Inc, San Jose, CA, United States
Overview
IT Recruitment Manager | Talent Acquisition Leader in Tech | Client Relation | Connecting Top Tech Talent with Innovative Companies
San Jose, CA (Day 1 Onsite)
12+ months contract
Responsibilities
- Lead CRM and contact center initiatives with Oracle Service Cloud (RightNow) and Genesys Cloud CX.
- Manage telephony systems integration (VoIP, SIP trunking, SBCs, PBX) and ensure seamless customer service operations.
- Develop functional and technical documentation; manage projects in cross-functional enterprise environments.
- Provide onsite leadership and stakeholder management; align IT capabilities with business goals.
Qualifications
- 5+ years in CRM leadership or consulting roles with Oracle Service Cloud (RightNow).
- 3+ years hands-on experience with Genesys Cloud CX (IVR, ACD, digital channels).
- Proven expertise in telephony systems integration (VoIP, SIP trunking, SBCs, 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.
- LinkedIn: linkedin.com/in/nitesh-ch-a378b5222
Job Details
- Seniority level: Mid-Senior level
- Employment type: Contract
- Industry: IT Services and IT Consulting