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Our Deloitte Enterprise Performance team is at the forefront of enterprise technology, working across finance, supply chain, and IT operations to deliver holistic performance improvement and digital transformation. Join our team of strategic advisers and architects, differentiated by our industry depth to collaborate with leading solution providers and leverage your experience in strategy, process design, technology enablement, and operational services to enable heart-of-the-business solutions.

Work You'll Do As an Oracle RightNow CRM Analyst, you will lead onsite CRM initiatives focused on configuring, customizing, and integrating Oracle Service Cloud with Genesys Cloud CX. Acting as the primary liaison between business users, technical teams, and vendors, you will drive seamless integration of telephony systems-including SIP, IVR, and call routing-with Oracle Service Cloud and Genesys Cloud. You will analyze business requirements, translate them into system designs and workflow automations, and guide the configuration of workspaces, workflows, rules, and service queues. Your responsibilities include overseeing Genesys Architect flow designs, omnichannel setup, and telephony routing logic, as well as troubleshooting system issues and supporting continuous improvement of CRM and contact center platforms. You will coordinate data synchronization between Oracle Service Cloud and other systems, train and mentor users and IT staff, and ensure all solutions adhere to security, compliance, and data privacy requirements such as GDPR and HIPAA.

The Team

Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise. Our Enterprise Operations as a Service offering provides services to meet our clients' needs for on-going operations of their technology and business process investments through multi-year contracts.

Qualifications:

Required:

+ Bachelor's degree

+ Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

+ Ability to travel 0-25%, on average, based on the work you do and the clients and industries/sectors you serve.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $80,600 - $134,000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.