Lewes, Delaware
Posted: 08-May-26
Location: Dallas, Texas
Categories:
Internal Number: 26007028
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
