Genesys Platform Program Lead

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Own the solution architecture for Genesys Cloud CX, defining configuration, integration, and governance
• 2
  Lead complex Genesys initiatives, translating business and CX requirements into technically sound platform designs
• 3
  Manage the Genesys vendor relationship, ensuring partner performance and representing Chime's operational priorities
• 4
  Drive platform effectiveness through data, measuring utilization and feature adoption, and identifying optimization opportunities
• 5
  Participate in CAB governance as the platform technical authority, ensuring changes are architecturally sound
• 6
  Build institutional knowledge through documentation, runbooks, and architecture decision records

RequirementsAI-extracted

• 5+ years of experience in contact center platform operations, architecture, or technical program management
• Deep hands-on knowledge of Genesys Cloud CX, including Architect, ACD routing, queue management, and platform administration
• Strong solution architecture skills, with the ability to design for the long term
• Experience leading complex, multi-workstream technical programs with third-party implementers
• Ability to move fluidly between deep technical design and clear communication with non-technical stakeholders
• Typically: experience with CCaaS migrations, familiarity with Zendesk, NICE IEX, Okta/SCIM, or bot/AI integrations

Perks & BenefitsAI-extracted