Chime hires a Genesys Platform Program Lead to own its contact-center migration and long-term operations

# Role summary Chime is migrating its enterprise contact center to Genesys Cloud CX and is hiring a Genesys Platform Lead to act as the company's internal authority for the platform. The position is remote (U.S.) and positioned as a continuous operational role: the hire will stay engaged after launch to keep the platform configured correctly, governed, and improved over time.

# What the job does The lead will own solution architecture and platform decisions for Genesys Cloud CX. That includes defining configuration patterns, integration approaches with CRM, WFM, bots, and identity systems, and establishing governance so platform complexity is managed intentionally. The person will review and validate significant architectural work delivered by the Systems Implementer (SI) and Managed Services Provider (MSP) to ensure alignment with Chime's standards and long-term operating model.

The role also runs complex initiatives on the platform: AI integrations, IVR redesigns, and other multi-workstream projects that require translating business and CX requirements into practical technical designs and coordinating delivery across internal Engineering, the SI, and the MSP.

# Day-to-day responsibilities

• Own Genesys Cloud CX solution architecture and configuration decisions.
• Serve as the internal reviewer for architectural decisions made by SI and MSP.
• Lead major Genesys initiatives and keep delivery tracks aligned across stakeholders.
• Manage the Genesys vendor relationship for Operations & Member Experience, including performance vs. contract and SLAs.
• Drive platform effectiveness with data: measure utilization, adoption, routing performance, and identify optimization opportunities.
• Participate in the Change Advisory Board (CAB) as the platform technical authority.
• Build institutional knowledge: documentation, runbooks, and architecture decision records to preserve operational independence.

# Required qualifications and experience

• Minimum 5 years in contact-center platform operations, architecture, or technical program management with hands-on deployment experience.
• Deep, hands-on knowledge of Genesys Cloud CX features and tools, such as Architect (IVR/flow design), ACD routing, queue management, skills-based routing, and platform administration.
• Proven experience managing SIs or MSPs against contracts and SLAs and escalating when commitments are not met.
• Strong solution architecture skills: integration patterns, governance frameworks, and designing for long-term maintainability.
• Experience leading complex, multi-workstream technical programs with third-party implementers.
• Ability to translate deep technical tradeoffs into clear language for non-technical stakeholders.
• Preferred/bonus items: Genesys Cloud CX Architect Certification, experience with CCaaS migrations, familiarity with Zendesk, NICE IEX, Okta/SCIM, bot/AI integrations, financial services or regulated industry experience, or Terraform-based Genesys configuration.

# Compensation and logistics The listed base salary range is $138,000 to $190,000, with eligibility for bonus, equity, and benefits. Chime notes final base may be higher depending on location, skills, and experience. The listing indicates full-time, remote (U.S.) employment.

Chime describes itself as a financial-technology company (not a bank) focused on accessible, fee-free core banking services. The company emphasizes member-focused product design and a culture framed around execution and accountability.

# Practical considerations for applicants If you are evaluating this role, confirm your hands-on Genesys Cloud CX experience and specific project examples showing SI/MSP governance and multi-workstream program leadership. Expect to demonstrate technical architecture decisions, runbook or documentation samples, and examples of vendor escalation and SLA enforcement.