Genesys Platform Program Lead

ABOUT THE ROLE We are seeking a highly skilled Genesys Platform Program Lead to drive the successful migration of our enterprise contact center to Genesys Cloud CX. As the internal authority for this platform, you will be responsible for ensuring the migration lands correctly and the platform continues to operate at its best long after launch. This is a critical role that requires ongoing attention to detail, rigorous governance, and continuous improvement. WHAT YOU'LL DO As the Genesys Platform Program Lead, you will be responsible for: * Defining the solution architecture for Genesys Cloud CX, including configuration, integration with our CRM, WFM, bots, and identity systems, and governance to prevent complexity from accumulating over time. * Reviewing significant architectural decisions made by our Systems Implementer and Managed Services Provider to ensure alignment with Chime's standards and long-term operating model. * Leading our most complex Genesys initiatives, including new AI platform integrations and major IVR redesigns, and translating business and CX requirements into technically sound platform designs. * Managing the Genesys vendor relationship on behalf of Operations & Member Experience, including managing partner performance to contract and SLAs, escalating issues when needed, and representing Chime's operational priorities to influence the Genesys product roadmap. * Driving platform effectiveness through data, including measuring utilization and feature adoption, identifying optimization opportunities, and building a continuous improvement roadmap. * Participating in CAB (Change Advisory Board) governance as the platform technical authority, ensuring changes are architecturally sound before release. * Building institutional knowledge that outlasts any one vendor or individual through documentation, runbooks, and architecture decision records. WHAT YOU'LL NEED To thrive in this role, you will need: * 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. * A track record of holding SIs or MSPs accountable, including managing vendor relationships against contracts and SLAs. * Strong solution architecture skills, including thinking in integration patterns, governance frameworks, and technical standards. * Experience leading complex, multi-workstream technical programs with third-party implementers. * The ability to move fluidly between deep technical design and clear communication with non-technical stakeholders. WHY REMOTE As a remote employee, you will have the flexibility to work from anywhere and enjoy a range of benefits, including a competitive salary, bonus, equity package, and benefits. BENEFITS * Competitive salary: $138,000.00 - $190,000.00 per year, depending on location, skills, qualifications, and experience. * Bonus and equity package. * Comprehensive benefits package, including health insurance, parental leave, and education stipend.