Genesys Platform Program Lead

Job Overview

About the role 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.

Job Description

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.

In this role, you can expect to 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.

Key Responsibilities

• About the role 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.
• 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.
• 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.
• 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.
• 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.
• To thrive in this role, you have 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.

Required Skills and Qualifications

• The base salary offered for this role and level of experience will begin at $138,000.00 and up to $190,000.00.
• The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.
• Own the Genesys vendor relationship on behalf of Operations & 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.
• 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.
• To thrive in this role, you have 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.
• Deep hands-on knowledge of Genesys Cloud CX, including Architect (IVR/flow design), ACD routing, queue management, skills-based routing, and platform administration.
• 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.
• 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.

Benefits and Perks

• Full-time employees are also eligible for a bonus, competitive equity package, and benefits.
• 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.
• Benefits that support your work and life, including backup child, elder, and pet care and subsidized commuter benefits for eligible employees.
• Comprehensive health, financial, and wellbeing benefits designed to support you at every stage of life.
• Generous vacation policy and company-wide paid days off 1% of your time off to support local community organizations of your choice Annual wellness stipend to use towards eligible wellness related expenses Up to 22 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents Access to family planning reimbursement A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress We know that great work can’t be done without a diverse team and inclusive environment.
• If you have a disability or special need that requires accommodation during any stage of the application process, please contact: benefits@chime.com .

Work Location and Schedule

This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.

About the Company

Chime Financial, Inc is the organization connected with this listing. USA Jobs Today displays this opportunity for job discovery only, so applicants should verify company details, application instructions, and eligibility on the official employer website.