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Genesys Platform Program Lead

2 months, 4 weeks ago
United States
Full-time
Senior
Program Manager
Project and Program Management
CRM Terraform
Apply Now
Chime

Chime

Chime is a financial technology company that offers banking services with no monthly fees, fee-free overdraft, and credit-building opportunities. They partner with regional banks to provide innovative and inclusive financial products, aiming to make fi...

Banks
1K-5K
Founded 2012
$2300M raised
View All Jobs 7

Description

  • Own the solution architecture for Genesys Cloud CX, including configuration, integrations, and governance.
  • Serve as the internal reviewer for major architectural decisions made by the Systems Implementer and Managed Services Provider.
  • Lead complex Genesys initiatives such as AI platform integrations and IVR redesigns.
  • Translate business and customer experience requirements into technically sound platform designs.
  • Own the Genesys vendor relationship, including performance management, SLA oversight, and issue escalation.
  • Drive platform effectiveness through analysis of utilization, feature adoption, routing performance, and cost efficiency.
  • Participate in CAB governance as the platform technical authority and ensure changes are safe and architecturally sound.
  • Build and maintain documentation, runbooks, and architecture decision records to preserve institutional knowledge.
  • Partner with Engineering, PMO, Change, and Governance teams to keep delivery and releases coordinated.
  • Continuously improve the platform to support long-term operational resilience and independence.

Requirements

  • 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.
  • Experience managing SI or MSP vendor relationships against contracts and SLAs, including escalation when commitments are not met.
  • Strong solution architecture skills with experience in integration patterns, governance frameworks, and technical standards.
  • Experience leading complex, multi-workstream technical programs with third-party implementers.
  • Ability to communicate complex technical tradeoffs clearly to non-technical stakeholders.
  • Genesys Cloud CX Architect Certification is a bonus.
  • Experience with CCaaS migrations is a bonus.
  • Familiarity with Zendesk, NICE IEX, Okta/SCIM, or bot/AI integrations is a bonus.
  • Background in financial services or regulated industries is a bonus.
  • Experience with Terraform-based Genesys configuration is a bonus.

Benefits

  • Base salary from $138,000 to $190,000, depending on location, skills, qualifications, and experience.
  • Full-time employees are eligible for a bonus and a competitive equity package.
  • Four days a week in the office and Fridays from home for employees near an office, with a fully remote program available for some roles.
  • In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit.
  • 401(k) match plus medical, dental, vision, life, and disability benefits.
  • Generous vacation policy plus company-wide Chime Days and additional paid days off.
  • Annual wellness stipend for eligible wellness-related expenses.
  • Up to 24 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.
  • Access to Maven family planning support with $15,000 lifetime reimbursement for fertility, adoption, and related expenses.

Interested in this position?

Apply directly on the company website

Apply Now

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