About the Job:
We are hiring an experienced Enterprise Architect with deep expertise in Unified Contact Center (UCC) solutions, ideally with a background in the company or large-scale BPO/Call Center environments. The ideal candidate must have successfully delivered large enterprise contact center transformation programs in the UAE or GCC within the last 3–5 years, using technologies such as Genesys CCaaS, Microsoft Dynamics, Azure/AWS, Conversational AI, and analytics platforms. The selected professional will own the end-to-end technical architecture, governance, and delivery oversight for a multi-platform, multi-cloud UCC modernization program, ensuring performance, scalability, and business alignment.
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Location: Dubai, United Arab Emirates (On-site)
Job Type: Full-time
Key Responsibilities:
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Technical Delivery Leadership
- Lead full lifecycle architecture and technical governance for the Unified Contact Center program.
- Oversee delivery teams and system integrators implementing Genesys CCaaS, Kore.ai, Dynamics CRM, analytics, and cloud components.
- Ensure solution delivery adheres to enterprise architecture standards, compliance, and security policies.
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Solution Architecture & Integration
- Define integration architecture between Genesys, Kore.ai, Dynamics 365, Azure OpenAI, HIVE analytics, and multi-cloud infrastructure (Azure & AWS).
- Establish API, middleware, and data flow patterns for a unified CRM + AI + contact center experience.
- Design scalable, resilient architectures supporting high availability across multi-cloud deployments.
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Governance, Compliance & Standards
- Implement architectural guardrails, best practices, and technical patterns.
- Validate adherence to UAE regulatory requirements, including data residency, telecom regulations, and cybersecurity standards.
- Lead technical design reviews and approve key solution blueprints.
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Vendor, Stakeholder & Partner Management
- Serve as the primary technical authority between internal teams, OEM vendors, and delivery partners.
- Provide expert guidance during project execution, risk management, and technical issue resolution.
- Translate business and customer experience requirements into actionable technical plans.
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Innovation, AI & Future Readiness
- Drive adoption of AI/ML, automation, agent assist, and advanced analytics to enhance customer experience and efficiency.
- Ensure architectures support future enhancements including agentic AI, omni-channel expansion, and advanced reporting frameworks.
Required Qualifications & Experience:
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical field.
- 12+ years in enterprise architecture, solution design, or large-scale digital transformation roles.
- 5+ years hands-on experience in Contact Center / CRM / AI platforms, preferably in the company, BPO, or large-scale call center industry.
- Must have delivered multiple UCC programs in the UAE or GCC with similar technologies.
Technical Expertise:
- Strong practical experience with Genesys Cloud/Engage architecture and deployment.
- Hands-on experience implementing Conversational AI platforms (preferably Kore.ai).
- Microsoft Dynamics 365 CRM architecture, integration, and customization.
- Expertise across cloud platforms: Azure (AI, App Services, Integration, Identity, Security) and AWS (Networking, Compute, Cloud security).
- AI/ML platform integration (Azure OpenAI, LLMs, NLP, bot frameworks).
- Experience with big data analytics platforms (HIVE or similar).
- Strong knowledge of networking, security architecture, load balancing, and multi-cloud design.
Preferred Certifications:
- TOGAF or equivalent Enterprise Architecture certification.
- Genesys Cloud Architect / Professional certifications.
- Microsoft Certified: Dynamics 365, Azure Solutions Architect, AWS Certified Solutions Architect.
- AI/ML or Conversational AI certifications (Kore.ai, Azure AI, etc.).
Language Requirements:
- Proficiency in English is required. Knowledge of Arabic is a plus.
