Genesys Platform Program Lead

About the role

Chime is transforming its member support system by migrating to Genesys Cloud CX. We are seeking a Genesys Platform Lead to oversee this transition, ensuring correct configuration, rigorous governance, and continuous improvement.

In this role, you can expect to

• Own the solution architecture for Genesys Cloud CX, defining configurations, integrations, and governance.
• Be the internal reviewer for significant architectural decisions, validating alignment with Chime's standards and long-term operating model.
• Lead complex Genesys initiatives, translating business and customer experience (CX) requirements into technically sound designs and coordinating with engineering, systems implementers, and managed service providers (MSPs).
• Manage the Genesys vendor relationship, ensuring performance against contracts and service level agreements (SLAs), escalating issues, and influencing the Genesys product roadmap.
• Drive platform effectiveness through data analysis, measuring utilization and feature adoption, identifying optimization opportunities, and building a continuous improvement roadmap.
• Participate in Change Advisory Board (CAB) governance as the platform technical authority, ensuring changes are architecturally sound before release and collaborating with the Project Management Office (PMO), Change, and Governance teams.
• 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.
• 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, managing vendor relationships against contracts and SLAs, and escalating issues when needed.
• Strong solution architecture skills, thinking in integration patterns, governance frameworks, and technical standards, and designing for the long term.
• Experience leading complex, multi-workstream technical programs with third-party implementers, keeping dependencies untangled and preventing silent integration failures.
• 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.

A little about us

We believe everyone can achieve financial progress. At Chime, we create financial technology (FinTech) solutions, not banks, to make core banking services helpful, easy, and free. We empower our members to take control of their finances and pursue their goals. We're a team of problem solvers, dreamers, and builders who work tirelessly to outperform competitors and deliver exceptional experiences.

What we offer for our full-time, regular employees

• In-office work policy with four days a week in the office and Fridays from home for those near an office, plus team and company-wide events.
• In-office perks including backup child, elder, and/or pet care, and a subsidized commuter benefit.
• Competitive salary based on experience.
• Great medical, dental, vision, life, and disability benefits.
• A generous vacation policy and company-wide Chime Days, bonus company-wide paid days off.
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks for non-birthing parents.
• An annual wellness stipend for eligible wellness-related expenses.
• A 1% time off to support local community organizations of your choice.
• 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 fellow Chimers, such as cooking classes, guided meditations, music festivals, mixology classes, paint nights, and delicious snack boxes.
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress.

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.