Genesys BAU Support

Position SummaryThe 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 ResponsibilitiesOperational DeliveryLead 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 & SupportManage operational support for:Queue configurationsAgent provisioning/deprovisioningSkills-based routingIVR adjustmentsCall flowsSchedules and business hoursDNIS and routing updatesReporting and operational configuration changesSupport contact center technologies integrated with Genesys platforms.Coordinate troubleshooting and escalation management for production issues.Stakeholder & Vendor CoordinationServe as the primary operational point of contact for business units and operational teams.Coordinate with:Telecom EngineeringNetwork teamsSecurity teamsContact Center leadershipClinical/business operationsVendors and managed service providersLead operational meetings, change reviews, and service discussions.Change & Incident ManagementLead 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 & GovernanceProvide operational status reporting, KPI tracking, and service metrics.Monitor and improve:SLA performanceCall routing accuracyQueue performanceAgent experiencePlatform stabilityMaintain operational documentation, runbooks, support procedures, and configuration standards.Continuous ImprovementIdentify 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 SkillsGenesys administration and operational supportContact center routing and call flow managementQueue and skill managementSIP and VoIP fundamentalsIncident and change managementOperational reporting and KPI managementVendor coordinationTroubleshooting and escalation managementDocumentation and process developmentSample Core DeliverablesDaily operational oversight of Genesys platform supportMACD request execution and governanceD2D operational coordinationQueue/routing administrationIncident coordination and escalation managementWeekly operational reporting and KPI reviewsSupport process documentation and runbook maintenanceChange management execution and communicationContinuous improvement initiatives for customer experience operationsPreferred Qualifications5+ years of experience supporting enterprise contact center environments.3+ years of hands-on experience supporting Genesys platforms such as:Genesys Cloud CXGenesys EngageGenesys PureConnectExperience 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 QualificationsBachelor's or 4 years of work experience above the minimum qualification1 Year of Experience