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
   

About Baylor Scott & White Health

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!

Connections working at Baylor Scott & White Health