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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
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!