About This Role
Key Responsibilities
- Own and govern the Genesys Cloud transformation program across the bank, covering IVR, voice, digital, and omni-channel platforms
- Define program vision, roadmap, funding model, milestones, and success metrics aligned to business strategy
- Lead and coordinate multiple workstreams including technology, operations, risk, compliance, security, and vendors
- Drive migration from Genesys on‑premise platforms to Genesys Cloud ensuring minimal customer and business disruption
- Ensure adherence to banking regulatory, audit, data privacy, and information security requirements
- Manage senior stakeholders across Retail Banking, Operations, IT, Risk, Compliance, and Executive Management
- Oversee vendor, system integrator, and Genesys partner performance including commercial governance
- Govern testing, cutover, disaster recovery, operational readiness, and post‑go‑live stabilization
- Provide executive‑level reporting, steering committee updates, and regulator‑ready documentation
- Ensure long‑term scalability, resilience, and continuous optimization of the contact center platform
Required Skills & Experience
- Bachelor’s degree in Engineering, Information Technology, Computer Science, or related discipline
- 10+ years of experience delivering large‑scale technology programs, preferably within banking or financial services
- Proven leadership of IVR, Chat and contact center transformation programs
- Strong experience with Genesys platforms such as Genesys Engage or Genesys Cloud CX
- Deep understanding of contact center technologies, IVR, call routing and cloud architectures
- Strong expertise in program governance, financial management, risk management, and executive communication
Preferred Qualifications
- PMP, PRINCE2, SAFe, or Agile certification
- Experience delivering cloud migration programs in regulated industries
- Strong understanding of BCP, DR, and operational resilience frameworks in banking
Key Competencies
- Strategic leadership and enterprise‑level decision making
- Risk‑aware and compliance‑focused mindset
- Strong communication skills with C‑suite, regulators, and senior stakeholders
- Ability to manage complexity across large, multi‑vendor transformation programs
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