Business Support Lead

We are hiring an experienced Business Support Lead – Genesys & Omnichannel CX for one of our prestigious clients in the UAE.If you have extensive experience with Genesys Contact Center platforms, Omnichannel Customer Experience, and AI-driven CX Transformation, we'd love to hear from you.Location: UAEEmployment Type: Permanent Experience 8–12+ Years🔹 Key ResponsibilitiesLead end-to-end Genesys CX platform support and enhancementDrive Contact Center transformation and migration initiativesManage Omnichannel customer journeys across Voice, Chat, Email, WhatsApp & Social channelsDesign and optimize IVR, Voice Bots, Chatbots & AI-driven customer experiencesCollaborate with Business, IT and Vendors to deliver enterprise CX solutionsDefine BRDs, functional designs and transformation roadmapsDrive reporting, analytics and continuous service improvements using Genesys Analytics & BI toolsMandatory SkillsGenesys CX3 / Genesys Cloud / Genesys EngageContact Center TransformationOmnichannel CXIVR & Voice TechnologiesAI Automation / Agentic AICustomer Journey ManagementBRD & Requirement GatheringStakeholder & Vendor ManagementReporting & AnalyticsStrong Business Support experiencePreferredSalesforce IntegrationSAP IntegrationAI/ML-based CX SolutionsGenesys CertificationsExperience in large enterprise transformation projects