Genesys Platform Program Lead

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.

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.

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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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-MM1 #LI-Remote

🏝 Generous vacation policy and company-wide Chime Days, bonus 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 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents

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

🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!

💚 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. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

Chime is proud to be an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, genetic information, veteran status, or any other legally protected basis under provincial, federal, state, and local laws, regulations, or ordinances. We will also consider qualified applicants with criminal histories in a manner consistent with the requirements of state and local laws, including the San Francisco Fair Chance Ordinance, Cook County Ordinance, NYC Fair Chance Act, and the LA City Fair Chance Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation during any stage of the application process, please contact: benefits@chime.com.

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.