Genesys Platform Program Lead

This is a fully remote position, open to applicants in California.

📋 Description

• Take ownership of the solution architecture for Genesys Cloud CX.

• Serve as the internal reviewer for all major architectural decisions made by our Systems Implementer and Managed Services Provider.

• Spearhead intricate Genesys projects, ranging from new AI platform integrations to extensive IVR redesigns.

• Manage the Genesys vendor relationship on behalf of Operations & Member Experience.

• Enhance platform effectiveness by utilizing data to measure usage and feature adoption.

• Engage in CAB (Change Advisory Board) governance as the technical authority for the platform.

• Cultivate institutional knowledge that endures beyond any single vendor or individual.

⛳️ Requirements

• Over 5 years of experience in contact center platform operations, architecture, or technical program management.

• Extensive hands-on expertise in Genesys Cloud CX, including Architect (IVR/flow design), ACD routing, queue management, skills-based routing, and platform administration.

• Proven track record of holding Systems Integrators or Managed Services Providers accountable.

• Strong skills in solution architecture.

• Experience in leading complex, multi-workstream technical programs with external implementers.

• Ability to seamlessly transition between in-depth technical design and effective communication with non-technical stakeholders.

• Bonus qualifications: 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; or experience with Terraform-based Genesys configuration.

🏝️ Benefits

• Competitive salary based on experience.

• 401k match along with excellent medical, dental, vision, life, and disability benefits.

• Generous vacation policy, including company-wide Chime Days and bonus paid days off.

• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.

• Access to Maven, a family planning tool, with a $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.

• Annual wellness stipend for eligible wellness-related expenses.

• Opportunities to connect with fellow Chimers through in-person and virtual events, including cooking classes, guided meditations, music festivals, mixology classes, paint nights, and delicious snack boxes!