Genesys Platform Program Lead
Chime- Base salary
- $138k–$190k Published base salary range
- Location
- Remote - USA Remote eligibility
- Employment
- Full-time Lead / Manager
About the job
Chime is undergoing a significant transformation in member support by migrating its enterprise contact center to Genesys Cloud CX. We are seeking a Genesys Platform Lead to serve as the internal authority for this platform, ensuring correct configuration, rigorous governance, and continuous improvement.
Responsibilities
- Own the solution architecture for Genesys Cloud CX, including configuration, integration with CRM, WFM, bots, and identity systems.
- Review architectural decisions made by Systems Implementer and Managed Services Provider.
- Lead complex Genesys initiatives, including AI platform integrations and IVR redesigns.
- Manage the Genesys vendor relationship, ensuring performance to contract and SLAs.
- Drive platform effectiveness through data, measuring utilization and feature adoption.
- Participate in CAB governance as platform technical authority.
- Build institutional knowledge through documentation, runbooks, and architecture decision records.
Qualifications
- 5+ years of experience in contact center platform operations, architecture, or technical program management.
- Deep hands-on knowledge of Genesys Cloud CX, including Architect (IVR/flow design), ACD routing, queue management, skills-based routing, and platform administration.
- Track record of holding SIs or MSPs accountable.
- Strong solution architecture skills.
- Experience leading complex, multi-workstream technical programs with third-party implementers.
- Ability to communicate technical design to non-technical stakeholders.
Bonus points for Genesys Cloud CX Architect Certification, CCaaS migrations, familiarity with Zendesk, NICE IEX, Okta/SCIM, bot/AI integrations, financial services background, or Terraform-based Genesys configuration.
Compensation
Base salary range: $138,000 - $190,000. Full-time employees are also eligible for a bonus, competitive equity package, and benefits.
Benefits
- Comprehensive health, financial, and wellbeing benefits
- Generous vacation policy and company-wide paid days off
- Annual wellness stipend
- Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
- Access to family planning reimbursement
- Backup child, elder, and pet care and subsidized commuter benefits
Application
Apply via the provided link.
Skills & tags
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