Genesys Platform Program Lead

Chime is migrating its enterprise contact center to Genesys Cloud CX and seeks a Genesys Platform Lead to serve as the internal authority for the platform, ensuring the migration lands correctly and the platform operates at its best long after launch. This is not a build-and-hand-off engagement; the role serves as an ongoing 'watchtower' accountable for correct configuration, rigorous governance, and continuous improvement.

• Own the solution architecture for Genesys Cloud CX — defining configuration, integration with CRM, WFM, bots, and identity systems, and governance to prevent complexity accumulation.
• Be the internal reviewer for every significant architectural decision made by the Systems Implementer and Managed Services Provider, validating alignment with Chime's standards and long-term operating model.
• Lead complex Genesys initiatives, from new AI platform integrations to major IVR redesigns, translating business and CX requirements into technically sound platform designs and keeping delivery tracks aligned across Engineering, SI, and MSP.
• Own the Genesys vendor relationship on behalf of Operations & Member Experience: managing partner performance to contract and SLAs, escalating issues, and influencing the Genesys product roadmap.
• Drive platform effectiveness through data — measuring utilization and feature adoption, identifying optimization opportunities, and building a continuous improvement roadmap for routing performance, cost efficiency, and operational resilience.
• Participate in CAB (Change Advisory Board) governance as the platform technical authority, ensuring changes are architecturally sound before release and partnering with PMO/Change/Governance teams.
• Build institutional knowledge through documentation, runbooks, and architecture decision records to keep Chime independent in operating the platform.

• 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, managing vendor relationships against contracts and SLAs, and escalating when commitments aren't met.
• Strong solution architecture skills: thinking in integration patterns, governance frameworks, and technical standards, designing for the long term.
• Experience leading complex, multi-workstream technical programs with third-party implementers, preventing silent integration failures.
• Ability to move fluidly between deep technical design and clear communication with non-technical stakeholders.

• Genesys Cloud CX Architect Certification
• Experience with CCaaS migrations
• Familiarity with Zendesk, NICE IEX, Okta/SCIM, or bot/AI integrations
• Background in financial services or regulated industries
• Experience with Terraform-based Genesys configuration

Base salary begins at $138,000.00 and up to $190,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on location, skills, qualifications, and experience.

Benefits include backup child, elder, and pet care, subsidized commuter benefits for eligible employees, comprehensive health, financial, and wellbeing benefits, generous vacation policy and company-wide paid days off, 1% time off to support local community organizations, annual wellness stipend, up to 22 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents, and access to family planning reimbursement.

Apply via the provided Greenhouse link.