Principal, Genesys Platform Program

Chime is undergoing a major transformation in member support by migrating its enterprise contact center to Genesys Cloud CX. This role serves as the internal authority for the platform, establishing governance from the ground up and securing executive buy-in. It is an ongoing role accountable for configuration, governance, and continuous improvement beyond the migration.

• Own the solution architecture for Genesys Cloud CX, defining configuration, integration with CRM, WFM, bots, and identity systems, and governance to prevent complexity.
• Review architectural decisions made by the Systems Implementer and Managed Services Provider to ensure alignment with Chime's standards.
• Lead complex Genesys initiatives, including AI platform integrations and IVR redesigns, translating business and CX requirements into technical designs.
• Manage the Genesys vendor relationship, holding partners accountable to contracts and SLAs, and influencing the product roadmap.
• Drive platform effectiveness through data, measuring utilization and feature adoption, and building a continuous improvement roadmap.
• Co-author and stand up CAB governance alongside the CCaaS Program Manager, securing executive sponsorship.
• Build institutional knowledge through documentation, runbooks, and architecture decision records.

• 8+ 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.
• Demonstrated ownership instinct and sound judgment in ambiguous, low-governance environments.
• Comfort and credibility operating without formal authority, influencing Engineering, Product, Security, Risk, Procurement, and senior executives.
• Track record of holding SIs or MSPs accountable to contracts and SLAs, and leading complex multi-workstream technical programs.
• Strong solution architecture skills, thinking in integration patterns, governance frameworks, and technical standards.
• Ability to move 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 from $167,000.00 to $230,000.00, plus bonus, competitive equity, and benefits. Full-time employees enjoy comprehensive health, financial, and wellbeing benefits, generous vacation, paid parental leave (up to 22 weeks for birthing parents, 12 weeks for non-birthing), family planning reimbursement, annual wellness stipend, and more.

Apply via the Greenhouse link. For accommodations, contact accommodations@chime.com.