About
The Lead Solutions Architect partners with Sales to drive revenue by designing and leading complex, enterprise-grade contact center and customer engagement architectures for the company’s Service (CCaaS) solutions.
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What You’ll Do
- Design and present customized solutions leveraging the company’s AI-powered Unified-CXM platform.
- Architect scalable, high-performance CCaaS solutions across voice and digital channels.
- Lead technical workshops, RFP responses, and proof-of-concept engagements.
- Provide strategic guidance on voice architecture, call flows, data architecture, APIs, and hybrid-cloud environments.
- Design advanced automation use cases, including agentic AI and self-service solutions.
- Collaborate across Sales, Customer Success, Platform Architecture, Engineering, and Product teams.
- Apply design thinking and human-centered design principles to enterprise experience architectures.
- Champion ethical and responsible AI use.
Qualifications
- Bachelor’s degree in Computer Science, Mathematics, or Engineering; Master’s preferred.
- 10+ years of experience in Contact Center, UC, enterprise, and cloud-native CCaaS architectures.
- Experience designing AI-powered solutions using GenAI, LLMs, and RAG approaches.
- Expertise in cloud contact center ecosystems (e.g., Genesys, Amazon Connect, NICE, Five9).
- Executive-level communication and stakeholder management skills.
Job Location
United Arab Emirates - Dubai
