# Genesys Platform Program Lead

**Company:** [Chime](https://hotfix.jobs/companies/chime)
**Location:** Remote
**Role:** Technical Program Management
**Salary:** $138k – $190k/yr
**Experience:** 5+ years
**Skills:** Genesys Cloud Cx, Architect (Ivr/Flow Design), Acd Routing, Queue Management, Skills-Based Routing, Platform Administration, Solutions Architecture, Vendor Management, Technical Program Management, Terraform
**Posted:** 2026-06-11

> Lead Genesys Cloud CX platform architecture, governance, and vendor management for Chime's contact center migration and ongoing operations. Requires 5+ years in contact center platform operations and deep Genesys expertise.

## Job Description

## Responsibilities
- 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.

## Requirements
- 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.

## Nice-to-Haves
- 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
- Experience with Terraform-based Genesys configuration

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