Genesys Engineer

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