Description

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