Senior Ops & Genesys Cloud Platform Lead

Western Alliance Bancorporation

Columbus (OH)

On-site

USD 120,000 - 160,000

Full time

9 days ago

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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.