Genesys Platform Program Lead

Location: Remote, USA

Salary: $138,000–$190,000 per year, plus bonus, equity, and benefits.

Company

hirify.global is a financial technology company providing user-friendly financial products and banking services through partner banks.

What you will do

• Own the solution architecture, configuration, integrations, and governance of Genesys Cloud CX.
• Review architectural decisions and deliverables from systems implementers and managed services providers.
• Lead complex Genesys initiatives, including AI platform integrations and IVR redesigns.
• Manage the Genesys vendor relationship, partner performance, contracts, and SLAs.
• Measure platform utilization and adoption while driving improvements in routing performance, cost efficiency, and resilience.
• Maintain CAB governance, documentation, runbooks, and architecture decision records.

Requirements

• 5+ years of experience in contact center platform operations, architecture, or technical program management.
• Hands-on expertise with Genesys Cloud CX, including Architect, IVR and flow design, ACD routing, queue management, skills-based routing, and administration.
• Experience managing systems implementers or managed services providers against contracts and SLAs.
• Strong solution architecture skills, including integration patterns, governance frameworks, and technical standards.
• Experience leading complex, multi-workstream technical programs with third-party implementers.
• Ability to communicate technical designs and trade-offs clearly to non-technical stakeholders.

Nice to have

• Genesys Cloud CX Architect Certification.
• Experience with CCaaS migrations, Zendesk, NICE IEX, Okta/SCIM, or bot and AI integrations.
• Background in financial services or regulated industries.
• Experience with Terraform-based Genesys configuration.

Culture & Benefits

• Fully remote program available, with an office-based policy for employees near company offices.
• Bonus, competitive equity package, and comprehensive health, financial, and wellbeing benefits.
• Generous vacation policy, company-wide paid days off, and an annual wellness stipend.
• Paid parental leave, family planning reimbursement, and backup child, elder, and pet care.
• Inclusive, entrepreneurial environment focused on financial progress for members.