Principal Genesys Platform Program

What you'll do

• Define and own the solution architecture for Genesys Cloud CX, including integrations with CRM, WFM, bots, and identity systems.
• Serve as the internal reviewer for all major architectural decisions made by third-party implementers and managed service providers.
• Lead complex initiatives such as AI platform integrations and IVR redesigns while aligning delivery tracks across multiple teams.
• Manage the Genesys vendor relationship to ensure performance meets contract terms, SLAs, and operational priorities.
• Analyze platform data to identify optimization opportunities for routing performance, cost efficiency, and operational resilience.
• Establish and lead a Change Advisory Board (CAB) to create formal governance for the platform from the ground up.
• Create durable institutional knowledge through technical documentation, runbooks, and architecture decision records.

What we're looking for

• Must have 8+ years of experience in contact center platform operations, architecture, or technical program management.
• Must possess deep hands-on knowledge of Genesys Cloud CX including IVR design, ACD routing, and platform administration.
• Must demonstrate the ability to build governance frameworks and architectural standards from the ground up in ambiguous environments.
• Must have a track record of holding SIs or MSPs accountable to contracts and SLAs for complex technical programs.
• Must possess strong solution architecture skills including integration patterns, governance frameworks, and technical standards.
• Must be able to communicate complex technical designs clearly to non-technical stakeholders and executive leadership.
• Preferred: Genesys Cloud CX Architect Certification.
• Preferred: Experience with CCaaS migrations, Zendesk, NICE IEX, Okta/SCIM, or Terraform-based configurations.