Lead Solutions Architect

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.

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