Business Support Lead

AIQU; Dubai; On-site; AED 500,000 - 900,000; Full time

Job summary

AIQU is seeking an experienced Business Support Lead – Genesys & Omnichannel CX for a UAE-based client. You will lead end-to-end Genesys CX platform support and transformation initiatives across Voice, Chat, Email, WhatsApp and social channels.

The role requires 8–12+ years in contact center transformation, BRD design, analytics, and collaboration with business, IT and vendors to deliver enterprise CX solutions.

Qualifications

• 8-12+ years in contact center transformation and CX delivery.
• Experience leading end-to-end Genesys CX platform support.
• Design and optimize omnichannel customer journeys and IVR/Voice solutions.
• Strong BRD writing, requirement gathering and roadmapping.
• Proven reporting and analytics to drive continuous service improvements.

Responsibilities

• Lead end-to-end Genesys CX platform support and enhancement.
• Drive contact center transformation and migration initiatives.
• Manage omnichannel journeys across Voice, Chat, Email, WhatsApp & Social channels.
• Design and optimize IVR, Voice Bots, Chatbots & AI-driven experiences.
• Collaborate with Business, IT and Vendors to deliver enterprise CX solutions.
• Define BRDs, functional designs and transformation roadmaps.
• Drive reporting, analytics and continuous service improvements using Genesys Analytics & BI tools.

Skills

Genesys CX

Omnichannel CX

AI-driven CX Transformation

Reporting & Analytics

BRD & Requirements

Tools

Genesys Platform

BI Tools

IVR Systems

Job description

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: UAE

Employment Type: Permanent

Experience

8-12+ Years

• Lead end-to-end Genesys CX platform support and enhancement
• Drive Contact Center transformation and migration initiatives
• Manage Omnichannel customer journeys across Voice, Chat, Email, WhatsApp & Social channels
• Design and optimize IVR, Voice Bots, Chatbots & AI-driven customer experiences
• Collaborate with Business, IT and Vendors to deliver enterprise CX solutions
• Define BRDs, functional designs and transformation roadmaps
• Drive reporting, analytics and continuous service improvements using Genesys Analytics & BI tools

Mandatory Skills

• Contact Center Transformation
• IVR & Voice Technologies
• AI Automation / Agentic AI
• Customer Journey Management
• BRD & Requirement Gathering
• Reporting & Analytics
• Strong Business Support experience

Preferred

• SAP Integration
• AI/ML-based CX Solutions
• Genesys Certifications
• Experience in large enterprise transformation projects