Business Support Lead
About the role:
The Business Support Lead – Genesys will spearhead the delivery and optimization of contact centre solutions across the United Arab Emirates. You will leverage deep technical expertise in Genesys, omnichannel and AI-driven automation to enhance customer experience, drive operational excellence and mentor a high-performing support team.
Responsibilities:
- Lead the design, implementation and support of Genesys-based contact centre solutions across voice, chat, email and social channels
- Manage and optimize IVR flows, chatbot integrations and AI automation to improve customer journey and operational efficiency
- Collaborate with stakeholders to define service level agreements, KPIs and continuous improvement initiatives for the omnichannel platform
- Provide technical leadership and mentorship to support engineers, ensuring best practices and rapid resolution of incidents
- Oversee change management, version upgrades and patch deployments for Genesys environments
- Develop and maintain comprehensive documentation, runbooks and knowledge base articles
- Conduct regular performance reviews, capacity planning and root cause analyses to drive proactive system stability
- Coordinate with vendors, internal teams and third-party integrators to align on project deliverables and timelines
Required qualifications:
- 10+ years of experience in contact centre technology, with at least 5 years focused on Genesys deployments
- Proven expertise in designing, deploying and supporting omnichannel contact centre solutions
- Hands-on experience with IVR architecture, chatbot frameworks and AI automation tools
- Strong understanding of customer experience principles and ability to translate them into technical solutions
- Demonstrated leadership in managing support teams and driving continuous improvement
- Excellent stakeholder management, communication and problem-solving skills
- Deep knowledge of contact centre infrastructure, integrations and best practices
Preferred qualifications:
- Certification in Genesys Cloud or Genesys Engage platforms
- Experience working in the United Arab Emirates or GCC region
- Familiarity with contact centre compliance, data privacy and regulatory standards in the UAE
- Project management certification (e.g., PMP, PRINCE2)
- Fluency in Arabic to support regional stakeholders
Position details
Location: United Arab Emirates
Industry: Government / Public Sector
Experience required: 10+ years