About this role

About the role Chime is undergoing one of the most significant transformations in our member support history by migrating our enterprise contact center to Genesys Cloud CX. We are seeking a Genesys Platform Principal to serve as the internal authority for this platform — not just to operate governance that already exists, but to build it. Today, that governance model doesn't exist yet, which means this role's first mandate is establishing it from the ground up, including securing buy-in from Chime's own executive leadership for a model they haven't yet asked for.

This is not a build-and-hand-off engagement; it's an ongoing role accountable for correct configuration, durable governance, and continuous improvement long after the migration itself is complete. The base salary offered for this role and level of experience will begin at USD 167,000.00 and up to USD 230,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to Own the solution architecture for Genesys Cloud CX — defining how it's configured, integrated with our CRM, WFM, bots, and identity systems, and governed so complexity doesn't quietly accumulate over time. Be the internal reviewer for every significant architectural decision made by our Systems Implementer and Managed Services Provider, validating that what gets built actually aligns with Chime's standards and long-term operating model.

Lead our 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 & Member Experience: managing partner performance to contract and SLAs, escalating issues when needed, and representing Chime's 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. Co-author and stand up CAB (Change Advisory Board) governance from the ground up alongside the CCaaS Program Manager, serving as the platform's technical authority while securing executive sponsorship for a governance model that doesn't yet exist.

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 8+ years of experience in contact center platform operations, architecture, or technical program management, with deep hands-on knowledge of Genesys Cloud CX — including Architect (IVR/flow design), ACD routing, queue management, skills-based routing, and platform administration.

Demonstrated ownership instinct and sound judgment operating in ambiguous, low-governance environments — we're assessing readiness to build this at Chime, not requiring a resume that already includes it. Comfort and credibility operating without formal authority — this role has no direct reports and must influence Engineering, Product, Security, Risk, Procurement, and senior executives entirely through expertise and relationship-building, not org chart.

A track record of holding SIs or MSPs accountable to contracts and SLAs, and experience leading complex, multi-workstream technical programs with third-party implementers — you keep dependencies untangled and prevent the kind of silent integration failures that only surface at go-live. 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.

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.

#LI-BE1 #LI-Remote A little about us At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that core banking services should be helpful, easy, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. We know that to achie

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