Senior Operational Support Analyst - Contact Center Technology & Operations

Western Alliance Bancorporation; Columbus (OH); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Ownership stake in the company

Medical and dental insurance

Time off

401k matching program

Tuition assistance program

Employee volunteering program

Wellness program

Job summary

Western Alliance Bank is seeking a Senior Operational Support Analyst in Columbus to provide SME expertise for the Genesys Cloud platform and adjacent systems. You’ll manage production incidents, perform root cause analyses, and collaborate with architecture and product teams to ensure operations are secure, compliant, and reliable.

You will develop runbooks, support procedures, and knowledge articles while leading a junior engineer as the platform evolves and improves.

Qualifications

• 8+ years in contact center operations/engineering support.
• Bachelor’s degree required; advanced degree preferred.
• Leadership experience including mentoring engineers.
• Strong knowledge of banking regulatory/compliance obligations.
• Expert Genesys Cloud knowledge and related enterprise platforms.

Responsibilities

• Provide senior-level operational support for Genesys Cloud and related platforms.
• Lead incident management, RCA, change support, and service restoration.
• Develop runbooks, knowledge articles, and support playbooks.
• Coordinate with architecture and product teams for documentation and design.
• Drive readiness, monitoring, logging, and disaster recovery activities.
• Maintain risk management and security controls aligned with bank policies.
• Engage with stakeholders to translate needs into scalable platform capabilities.
• Lead one engineer as the platform matures; mentor junior engineers.
• Promote Agile/Scrum ceremonies with product owners and teams.

Skills

Genesys Cloud

Incident management

Root cause analysis

CI/CD

Azure DevOps

Terraform

Operational reporting

Platform engineering

Team leadership

Security controls

Education

Bachelor's degree in related field

Masters or MBA in related field preferred

Tools

Genesys Cloud

ServiceNow

Dynamics 365 CRM

Azure DevOps

Terraform

Job description

Job Title

Senior Operational Support Analyst - Contact Center Technology & Operations

Location

Block 23

What you’ll do

As a Support Analyst, you'll provide SME expertise in your respective domain as well as adjacent domains to ensure solutions are operational, safe, secure, compliant and reliable. You'll identify development and support needs as well as take on large and complex design responsibilities supporting project tasks. You'll also engage with project and business sponsors refining operational support requirements and objectives of targeted solutions. You will facilitate dialogue and activities, and work to ensure team collaboration, including teams outside of your domain. In this role, you'll also develop the operational support skills of one more junior engineer and may lead one engineer as the platform and operating model mature.

• Provide senior-level operational support for the Genesys Cloud platform, including production issue triage, root cause analysis, incident/problem management, change support, release coordination, service restoration, and continuous improvement of platform stability.
• Build comprehensive measurement dashboards that give performance insight into key applications of the bank, including business outcomes, service health, platform availability, operational performance, incident trends, and user experience indicators.
• Work independently or sometimes with architecture team counterparts to lay out the final documentation required for proper ongoing reference of the given solution, including physical and logical layouts with cross reference to use case models while enforcing standards, as well as assisting in the modification or buildout of procedures, runbooks, knowledge articles, and support playbooks that support areas of operations across IT.
• Implement safety procedures and data recovery plans. Develop user manuals, runbooks, support procedures, escalation paths, policies, procedures, and safety protocols to ensure the platform can be operated consistently and reliably.
• Ensure adequate risk management and security processes/controls are established and maintained in alignment with the risk appetite for the Bank, as well as applicable regulatory and enterprise risk management expectations.
• Partner with business, operations stakeholders & third-party resellers to understand contact center processes, service expectations, pain points, and production support needs; translate those needs into scalable Genesys Cloud platform capabilities and measurable operational outcomes.
• Drive production readiness and operational acceptance for new capabilities, including monitoring, alerting, logging, disaster recovery considerations, support handoff, knowledge transfer, and post-implementation hyper care.
• Expert in Agile/Scrum best practices and principles & work closely with product owners, business analyst, engineering team ingesting backlog & promote agile ceremonies such as sprint planning, daily stand-ups, sprint reviews, and retrospectives.
• Align transformation efforts with banking regulations, ensuring all processes and systems meet compliance requirements.

What you’ll need

• 8+ years of related experience in contact center operational & engineering support.
• Bachelor's degree in related field required, Masters or MBA in related field preferred.
• Previous leadership experience preferred, including mentoring engineers, providing technical direction, and leading one or more contributors in a platform engineering or support capacity.
• Advanced to expert knowledge of general Financial Services or Banking is preferred.
• Advanced to expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Strong knowledge of Genesys Cloud contact center technologies and connected enterprise platforms including backend telephony infrastructure architecture.
• Familiar with Genesys Cloud basic & advanced AI features promoting AI enablement, automated deployments utilizing CI/CD with Azure DevOps pipelines & Terraform promoting CX as Code.
• Familiar with Genesys Cloud & Dynamics365 CRM, ServiceNow integration design & architecture operationalizing end-to-end service solutions.
• Strong operational support background for enterprise platforms, including use access management, incident management, problem management, change management, release support, operational monitoring, service reporting, root cause analysis, runbook development, and production support handoff.
• Demonstrated ability to balance business outcomes, technical solution design, and operational stability for a mission‑critical customer communication platform.
• Advanced speaking and writing communication skills, including the ability to communicate platform health, operational risk, business impact, and technical tradeoffs to business, technology, and leadership audiences.
• Experience working in an onshore‑offshore model and coordinating support coverage, handoffs, and escalation across distributed teams.
• Genesys Cloud Certifications are a huge plus.

Benefits you’ll love

We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands‑on experience to help grow your career!

About the company

Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands - Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank - that remain part of the company's heritage, as well as AmeriHome Mortgage, a Western Alliance Bank Company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email [e-mail] or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

Western Alliance Bancorporation