Cloud CX Platform Lead

AMN Healthcare • San Diego, CA

3d • Hybrid

About The Position

The Cloud CX Platform Lead is a senior, hands‑on technical leader responsible for defining and executing the architecture for the enterprise customer experience and contact center platform, with primary ownership of Genesys Cloud. This role leads platform consolidation, supports a tiered support model (Tier 1–Tier 4), and ensures the CX ecosystem is scalable, resilient, and ready to evolve with an AI‑first strategy. You will partner closely with business support teams, backend triage and infrastructure teams, and cross‑functional leaders to deliver reliable voice and digital customer support experiences while modernizing platform capabilities.

Requirements

• Bachelor’s degree plus 5–7 years of relevant experience, or equivalent practical experience.
• Strong experience owning or architecting a contact center platform (Genesys Cloud preferred).
• Hands‑on experience with contact center technologies: ACD, IVR, CTI, SIP, call routing, and reporting.
• Experience supporting platform consolidation or migration across multiple support organizations.
• Proven integration experience with Salesforce, ServiceNow, or similar enterprise systems.
• Ability to balance technical depth with strategic thinking and business partnership.

Nice To Haves

• Experience with AI‑driven CX capabilities (virtual agents, agent assist, automation).
• Scripting or development experience (e.g., Python; Rust a plus).
• Exposure to multiple CCaaS platforms or large‑scale CX environments.
• Familiarity with cloud platforms (AWS or Azure) — helpful but not required.

Responsibilities

• Own the end‑to‑end CX platform architecture, including contact center, voice, integrations, analytics, automation, and AI enablement.
• Translate business needs into clear technical requirements and a cohesive platform roadmap supporting multiple customer support organizations.
• Establish and enforce architectural standards for scalability, performance, availability, security, and responsible automation.
• Serve as the platform owner for Genesys Cloud, governing design, changes, and enhancements.
• Lead platform evaluation and rationalization efforts to ensure long‑term alignment with business strategy and technology direction.
• Provide clear, data‑driven recommendations to business and technology leaders on platform decisions and tradeoffs.
• Lead design and optimization of contact center and voice solutions, including ACD, IVR, CTI, SIP, routing, queues, skills, and reporting.
• Enable a tiered support operating model, ensuring smooth handoffs between front‑line business support and backend triage teams.
• Partner with voice engineers, analysts, and platform administrators to manage call‑flow updates and platform configuration.
• Ensure high availability, resiliency, and disaster recovery across contact center and voice services.
• Act as the subject matter expert for Genesys Cloud and contact center best practices.
• Support execution of the company’s AI‑first CX strategy, embedding automation and intelligent assistance into customer and internal support experiences.
• Enable AI‑driven self‑service and digital support to resolve issues before escalation to live agents.
• Partner with stakeholders evaluating platform readiness for evolving AI needs and tooling.
• Drive measurable outcomes from automation and AI initiatives, including: Increased self‑service containment and deflection, Reduced Average Handle Time (AHT), Improved agent efficiency and productivity, Higher CSAT and customer sentiment.
• Stay aligned with evolving AI maturity expectations and future‑state CX capabilities.
• Own and guide integrations between the CX platform and enterprise systems such as Salesforce and ServiceNow.
• Design and review integrations supporting ticketing, workflows, reporting, and analytics.
• Partner with engineering and platform teams to support reliable delivery, change management, and ongoing optimization.
• Work closely with Product, Customer Support, Infrastructure, and business leaders to align platform capabilities with operational needs.
• Communicate complex technical concepts clearly to both technical and non‑technical audiences.
• Influence across teams and organizations without direct authority.

Benefits

• AMN Healthcare will provide reasonable accommodations to qualified individuals with disabilities to enable them to perform the essential functions of the job.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior