Senior Ops & Platform Lead – Genesys Cloud

Western Alliance Bancorporation; Dallas (TX); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Ownership stake

Medical insurance

Dental insurance

Time off

401k matching

Tuition assistance

Employee volunteer program

Wellness program

Job summary

Western Alliance Bank seeks a Senior Operational Support Analyst for Contact Center Technology & Operations. You will provide SME guidance on Genesys Cloud and related domains, ensuring operations are secure, compliant, and reliable, while leading a junior engineer when needed.

You will build performance dashboards, document runbooks and procedures, and drive production readiness with cross-functional teams. Strong leadership and Agile practices are essential for success.

Qualifications

• 8+ years of related experience in contact center operational & engineering support.
• Bachelor's degree in related field; Masters or MBA preferred.
• Strong knowledge of Genesys Cloud contact center technologies and related platforms.
• Experience with CI/CD and Terraform-related workflows.

Responsibilities

• Provide SME expertise for Genesys Cloud and adjacent domains to ensure operational, safe, secure and reliable solutions.
• Build dashboards with performance insights for bank applications and platform health.
• Document final reference materials, runbooks, and support procedures for ongoing operations.
• Develop safety procedures, data recovery plans, and escalation paths to ensure consistent operation.
• Ensure risk management and security controls align with regulatory expectations.
• Collaborate with business, operations, and vendors to translate needs into scalable platform capabilities.
• Drive production readiness and post-implementation support for new capabilities.
• Apply Agile/Scrum practices and promote ceremonies across teams.

Skills

Genesys Cloud expertise

Leadership

Agile/Scrum

Cloud platforms & DevOps

Education

Bachelor's degree

Tools

Azure DevOps

Terraform

ServiceNow

CI/CD

Job description

Western Alliance Bank seeks a Senior Operational Support Analyst for Contact Center Technology & Operations. You will provide SME guidance on Genesys Cloud and related domains, ensuring operations are secure, compliant, and reliable, while leading a junior engineer when needed.

You will build performance dashboards, document runbooks and procedures, and drive production readiness with cross-functional teams. Strong leadership and Agile practices are essential for success.