About the roleChime 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
What we offer for our full-time, regular employees- Our in-office work policy is designed to keep you connected - with four days a week in the office and Fridays from home for those near one of our offices, plus team and company-wide events depending on location. Whether you're coming in regularly or are part of our fully remote program, you'll stay engaged with your work and teammates.
- In-office perks including backup child, elder, and/or pet care, plus a subsidized commuter benefit to support your regular commute
- Competitive salary based on experience
- 401k match plus great medical, dental, vision, life, and disability benefits
- 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.
