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