Senior Ops Support Analyst, Genesys Cloud Expert

Western Alliance Bank; Phoenix (AZ); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Ownership stake

Medical and dental insurance

401k match

Tuition assistance

Volunteer program

Wellness program

Job summary

Western Alliance Bank is seeking a Senior Operational Support Analyst to ensure the Genesys Cloud platform remains secure, reliable, and compliant. You’ll partner with product, engineering, security, risk, and vendors to support releases, hyper care, and ongoing optimization.

The role demands strong operational support acumen, leadership experience, and the ability to balance technical design with business outcomes across a mission-critical customer contact platform.

Qualifications

• 8+ years in contact center operational and engineering support.
• Bachelor’s degree required; master’s preferred.
• Leadership experience including mentoring engineers and guiding teams.

Responsibilities

• Provide SME expertise in Genesys Cloud and adjacent domains.
• Lead incident/problem management, change governance and release support.
• Develop runbooks, procedures and handoffs for platform operations.
• Build dashboards to measure service health, performance, incidents and UX.
• Coordinate with product, engineering, security, risk and vendors.
• Drive readiness for new capabilities and ensure regulatory alignment.

Skills

Genesys Cloud

Incident management

Platform engineering

Change management

CI/CD

Azure DevOps

Terraform

Stakeholder management

Education

Bachelor's degree in related field

Masters or MBA in related field

Tools

Azure DevOps

Terraform

Dynamics 365 CRM

ServiceNow

Job description

Western Alliance Bank is seeking a Senior Operational Support Analyst to ensure the Genesys Cloud platform remains secure, reliable, and compliant. You’ll partner with product, engineering, security, risk, and vendors to support releases, hyper care, and ongoing optimization.

The role demands strong operational support acumen, leadership experience, and the ability to balance technical design with business outcomes across a mission-critical customer contact platform.