Genesys Platform Program Lead

About the Role

Chime is undergoing a significant transformation by migrating its enterprise contact center to Genesys Cloud CX. We seek a Genesys Platform Lead to serve as the internal authority for this platform, ensuring the migration lands correctly and operates at peak performance long after launch. This is an ongoing "watchtower" role—accountable for correct configuration, rigorous governance, and continuous improvement.

Key Responsibilities

• Own the solution architecture for Genesys Cloud CX, defining configuration, integration with CRM, WFM, bots, and identity systems, and governance to prevent complexity accumulation.
• Review every significant architectural decision by Systems Implementers and Managed Services Providers, validating alignment with Chime's standards and long-term operating model.
• Lead complex Genesys initiatives, from AI platform integrations to major IVR redesigns, translating business requirements into technically sound designs.
• Own the Genesys vendor relationship, managing partner performance against contracts and SLAs, escalating issues, and representing operational priorities to influence the product roadmap.
• Drive platform effectiveness through data analysis—measuring utilization, feature adoption, identifying optimization opportunities, and building continuous improvement roadmaps.
• Participate in Change Advisory Board (CAB) governance as the platform technical authority, ensuring changes are architecturally sound before release.
• Build institutional knowledge through documentation, runbooks, and architecture decision records that ensure Chime operates independently.

Required Experience & Skills

• 5+ years in contact center platform operations, architecture, or technical program management with hands-on deployment experience.
• Deep knowledge of Genesys Cloud CX, including Architect (IVR/flow design), ACD routing, queue management, skills-based routing, and platform administration.
• Demonstrated track record holding Systems Integrators and Managed Services Providers accountable with strong vendor management capabilities.
• Experience translating business and CX requirements into platform architecture and technical designs.
• Proficiency in change governance, CAB processes, and cross-functional coordination with Engineering, Operations, and external partners.

Compensation & Benefits

Full-time employees receive competitive base salary, bonus eligibility, equity package, and comprehensive benefits. Actual salary is based on location, skills, qualifications, and experience.