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Chime is undergoing a significant transformation by migrating its enterprise contact center to Genesys Cloud CX. This role serves as the internal authority for the Genesys platform, ensuring a successful migration and ongoing optimal operation. The position is not a temporary build-and-hand-off engagement but an ongoing role focused on correct configuration, rigorous governance, and continuous improvement.
Responsibilities
Own the solution architecture for Genesys Cloud CX, defining its configuration, integration with CRM, WFM, bots, and identity systems, and governance to prevent complexity accumulation.
Serve as the internal reviewer for all significant architectural decisions made by the Systems Implementer and Managed Services Provider, ensuring alignment with Chime's standards and long-term operating model.
Lead complex Genesys initiatives, such as new AI platform integrations and major IVR redesigns, translating business and CX requirements into technically sound platform designs and coordinating delivery across Engineering, SI, and MSP.
Manage the Genesys vendor relationship on behalf of Operations & Member Experience, overseeing partner performance against contracts and SLAs, escalating issues, and representing Chime's operational priorities to influence the Genesys product roadmap.
Drive platform effectiveness through data analysis, measuring utilization and feature adoption, identifying optimization opportunities, and developing a continuous improvement roadmap to enhance routing performance, cost efficiency, and operational resilience.
Participate in Change Advisory Board (CAB) governance as the platform technical authority, ensuring architectural soundness of changes before release and collaborating with the PMO/Change/Governance team for safe deployment sequencing.
Build institutional knowledge through documentation, runbooks, and architecture decision records to ensure Chime's operational independence with the platform.
Requirements
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.
Proven track record of holding SIs or MSPs accountable, managing vendor relationships against contracts and SLAs, and escalating when commitments are not met.
Strong solution architecture skills, including understanding integration patterns, governance frameworks, and technical standards for long-term design.
Experience leading complex, multi-workstream technical programs with third-party implementers, managing dependencies and preventing integration failures.
Ability to communicate effectively between deep technical design and non-technical stakeholders, translating architectural tradeoffs into understandable language for 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
Benefits
Bonus
Competitive equity package
Medical benefits
Dental benefits
Vision benefits
Life benefits
Disability benefits
401k match
Generous vacation policy
Company-wide Chime Days
Company-wide paid days off
1% of time off to support local community organizations
Annual wellness stipend
Up to 24 weeks of paid parental leave for birthing parents
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-office perks including backup child, elder, and/or pet care
