Genesys Platform Program Lead

About This Opportunity

We are representing a fast-growing fintech organization that is completing one of the most significant transformations in its member support history—migrating an enterprise contact center to Genesys Cloud CX. Our client seeks a Genesys Platform Program 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. You will own the solution architecture, review every significant decision made by the Systems Implementer and Managed Services Provider, and drive platform effectiveness through data and operational discipline.

This is a fully remote position open to candidates anywhere in the world.

Responsibilities

• Own the solution architecture for Genesys Cloud CX—defining how it is configured, integrated with CRM, WFM, bots, and identity systems, and governed so complexity does not accumulate over time.
• Serve as the internal reviewer for every significant architectural decision made by the Systems Implementer and Managed Services Provider, validating that what gets built aligns with the client's standards and long-term operating model.
• Lead the 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 and Member Experience: managing partner performance to contract and SLAs, escalating issues when needed, and representing 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 PMO/Change/Governance teams 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 the organization genuinely independent in how it operates this platform.

What We're Looking For

• 5+ years of experience in contact center platform operations, architecture, or technical program management—you have 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 are comfortable escalating when commitments are not 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 CRM platforms, WFM systems, identity providers (Okta/SCIM), or bot/AI integrations; background in financial services or regulated industries; or experience with Terraform-based configuration.

How We Work With You

When you apply through Get A Job.ai, our talent team will screen your profile and coordinate directly with you throughout the process. If we determine that you are a strong match, we will submit your candidacy to our client for consideration. Please do not contact the client directly—all communication and interview coordination will be managed by our recruiting team to ensure a smooth and professional experience.

Pay

Our client has indicated a base salary range of $138,000 to $190,000 USD for this role, depending on location, skills, qualifications, and experience. Full-time employees are also eligible for bonus, equity, and comprehensive benefits. Compensation details will be discussed transparently during the interview process.

Get A Job.ai is an equal opportunity recruiter. We work with clients and candidates without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected basis. We are committed to fostering diverse and inclusive hiring processes.