Genesys Platform Program Lead

<h2><strong>About the role</strong></h2> <p>Chime is undergoing one of the most significant transformations in our member support history by migrating our enterprise contact center to Genesys Cloud CX. We are seeking a Genesys Platform Lead to serve as the internal authority for this platform: ensuring the migration lands correctly and the platform continues to operate at its best long after launch. This is not a build-and-hand-off engagement; the role serves as an ongoing "watchtower" – accountable for correct configuration, rigorous governance, and continuous improvement.&nbsp;</p> <p>The base salary offered for this role and level of experience will begin at $138,000.00 and up to $190,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.</p> <h2><strong>In this role, you can expect to</strong></h2> <ul> <li>Own the solution architecture for Genesys Cloud CX — defining how it's configured, integrated with our CRM, WFM, bots, and identity systems, and governed so complexity doesn't quietly accumulate over time.</li> <li>Be the internal reviewer for every significant architectural decision made by our Systems Implementer and Managed Services Provider, validating that what gets built actually aligns with Chime's standards and long-term operating model.</li> <li>Lead our most complex Genesys initiatives — from new AI platform integrations to major IVR redesigns — translating business and CX requirements into technically sound platform designs and keeping delivery tracks aligned across Engineering, SI, and MSP.</li> <li>Own the Genesys vendor relationship on behalf of Operations &amp; Member Experience: managing partner performance to contract and SLAs, escalating issues when needed, and representing Chime's operational priorities to influence the Genesys product roadmap.</li> <li>Drive platform effectiveness through data — measuring utilization and feature adoption, identifying optimization opportunities, and building a continuous improvement roadmap that improves routing performance, cost efficiency, and operational resilience.</li> <li>Participate in CAB (Change Advisory Board) governance as the platform technical authority, ensuring changes are architecturally sound before release and partnering with the PMO/Change/Governance team to keep things well-sequenced and safe to deploy.</li> <li>Build institutional knowledge that outlasts any one vendor or individual — through documentation, runbooks, and architecture decision records that keep Chime genuinely independent in how we operate this platform.</li> </ul> <h2><strong>To thrive in this role, you have</strong></h2>