Description

*Position Summary* The Genesys BAU Support resource is responsible for leading and coordinating day-to-day operational delivery activities supporting the enterprise contact center environment. This role oversees Moves, Adds, Changes (MACD), Day-to-Day (D2D) operational support, configuration management, service delivery, and continuous improvement activities across the Genesys platform ecosystem. The Delivery Lead serves as the operational bridge between business stakeholders, Telecom/Voice Engineering, Contact Center Operations, Infrastructure, Network, Security, vendors, and support teams to ensure stable, scalable, and high-performing customer experience services. This individual is expected to provide leadership in operational governance, incident coordination, change execution, service optimization, and delivery accountability while supporting enterprise-scale healthcare or highly regulated environments. *Key Responsibilities* *Operational Delivery* * Lead daily operational delivery activities for the enterprise Genesys environment. * Coordinate and manage Moves, Adds, Changes, and Deletes (MACD) requests. * Oversee Day-to-Day (D2D) support activities for contact center operations. * Ensure operational stability, uptime, and service quality across Genesys platforms. * Drive adherence to operational processes, SLAs, governance standards, and change controls. * Coordinate operational readiness for new deployments, enhancements, and migrations. *Genesys Platform Administration & Support* * Manage operational support for: * Queue configurations * Agent provisioning/deprovisioning * Skills-based routing * IVR adjustments * Call flows * Schedules and business hours * DNIS and routing updates * Reporting and operational configuration changes * Support contact center technologies integrated with Genesys platforms. * Coordinate troubleshooting and escalation management for production issues. *Stakeholder & Vendor Coordination* * Serve as the primary operational point of contact for business units and operational teams. * Coordinate with: * Telecom Engineering * Network teams * Security teams * Contact Center leadership * Clinical/business operations * Vendors and managed service providers * Lead operational meetings, change reviews, and service discussions. *Change & Incident Management* * Lead operational change execution activities. * Ensure operational changes are properly documented, validated, tested, and communicated. * Participate in incident response and major outage coordination. * Drive root cause analysis and operational improvement initiatives. *Reporting & Governance* * Provide operational status reporting, KPI tracking, and service metrics. * Monitor and improve: * SLA performance * Call routing accuracy * Queue performance * Agent experience * Platform stability * Maintain operational documentation, runbooks, support procedures, and configuration standards. *Continuous Improvement* * Identify opportunities for automation and process optimization. * Support operational transformation initiatives and platform modernization efforts. * Recommend improvements to support models, workflows, governance, and service delivery practices. *Technical Skills* * Genesys administration and operational support * Contact center routing and call flow management * Queue and skill management * SIP and VoIP fundamentals * Incident and change management * Operational reporting and KPI management * Vendor coordination * Troubleshooting and escalation management * Documentation and process development *Sample Core Deliverables* * Daily operational oversight of Genesys platform support * MACD request execution and governance * D2D operational coordination * Queue/routing administration * Incident coordination and escalation management * Weekly operational reporting and KPI reviews * Support process documentation and runbook maintenance * Change management execution and communication * Continuous improvement initiatives for customer experience operations *Preferred Qualifications* * 5+ years of experience supporting enterprise contact center environments. * 3+ years of hands-on experience supporting Genesys platforms such as: * Genesys Cloud CX * Genesys Engage * Genesys PureConnect * Experience managing MACD and D2D operational support activities. * Strong understanding of contact center operations and telephony workflows. * Experience with ITIL processes including Incident, Change, and Problem Management. * Experience coordinating cross-functional technical teams and vendors. * Strong organizational, communication, and leadership skills. *Minimum Qualifications* * Bachelor's or 4 years of work experience above the minimum qualification * 1 Year of Experience