Senior Ops Lead, Genesys Cloud & Contact Center

Western Alliance Bancorporation; Phoenix (AZ); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive salary

Ownership stake in the company

Medical and dental insurance

401k matching program

Tuition assistance

Employee volunteer program

Wellness program

Job summary

Western Alliance Bank is seeking a Senior Operational Support Analyst to provide SME level support for Genesys Cloud in a high‑security, regulated banking environment. You will lead incident triage, root cause analysis, and change coordination, and build dashboards for performance and reliability.

You will also develop runbooks, procedures, and training materials, ensuring risk controls and regulatory compliance while coordinating with cross‑functional teams and partners to mature the platform

Qualifications

• 8+ years of related experience in contact center operational & engineering support.
• Bachelor's degree required; Masters or MBA preferred.
• Advanced to expert knowledge of regulatory and legal compliance obligations.
• Strong knowledge of Genesys Cloud contact center technologies.
• Familiar with CI/CD with Azure DevOps pipelines & Terraform.
• Experience with Genesys Cloud & Dynamics365 CRM integration.
• Strong operational support background: incident, change, release, runbooks, and production handoff.
• Ability to balance business outcomes with technical solution design for mission-critical platforms.
• Excellent communication to business, technology, and leadership audiences.

Responsibilities

• Provide SME-level operational support for Genesys Cloud, including incident triage, root case analysis, and change coordination.
• Build dashboards to monitor application performance, health, and user experience metrics.
• Create/run documentation, runbooks, and procedures for reference and training.
• Lead safety, data recovery plans, and security controls in alignment with risk appetite.
• Collaborate with business, operations, and third parties to translate needs into scalable platform capabilities.
• Drive production readiness and post-implementation handover and hyper-care.
• Support agile ceremonies and collaborate with product owners and engineers.

Skills

Genesys Cloud

Agile/Scrum

Incident Management

Change Management

Runbooks & Documentation

Leadership

CI/CD (Azure DevOps)

Terraform

Security & Compliance

Cross-functional Collaboration

Education

Bachelor's degree

Masters or MBA (preferred)

Tools

Azure DevOps

Terraform

Dynamics365 CRM

Job description

Western Alliance Bank is seeking a Senior Operational Support Analyst to provide SME level support for Genesys Cloud in a high‑security, regulated banking environment. You will lead incident triage, root cause analysis, and change coordination, and build dashboards for performance and reliability.

You will also develop runbooks, procedures, and training materials, ensuring risk controls and regulatory compliance while coordinating with cross‑functional teams and partners to mature the platform