Genesys Platform Program Lead

About this role

<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> <ul> <li>5+ years of experience in contact center platform operations, architecture, or technical program management — you've been in the weeds on real deployments, not just advised from the sidelines.</li> <li>Deep hands-on knowledge of Genesys Cloud CX, including Architect (IVR/flow design), ACD routing, queue management, skills-based routing, and platform administration.</li> <li>A track record of holding SIs or MSPs accountable — you know how to manage vendor relationships against contracts and SLAs, and you're comfortable escalating when commitments aren't being met.</li> <li>Strong solution architecture skills: you think in integration patterns, governance frameworks, and technical standards, and you know how to design for the long term rather than just solving the problem in front of you.</li> <li>Experience leading complex, multi-workstream technical programs with third-party implementers — you can keep dependencies untangled and prevent the kind of silent integration failures that only surface at go-live.</li> <li>The ability to move fluidly between deep technical design and clear communication with non-technical stakeholders — translating architectural tradeoffs into language that lands with business and CX leaders.</li> <li>Bonus points for: 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.</li> </ul> <p>#LI-MM1 #LI-Remote</p><div class="content-conclusion"><h2><span style="font-family: helvetica, arial, sans-serif;"><strong>A little about us</strong></span></h2> <p><span style="font-family: helvetica, arial, sans-serif;">At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as steward