The company is seeking an experienced Solution Architect with a background in Unified Contact Center (UCC) solutions. The ideal candidate will have significant experience in large-scale BPO/Call Center environments and a proven track record of successfully delivering enterprise contact center transformation programs within the UAE or GCC over the past 3–5 years. The role involves using technologies such as Genesys CCaaS, Microsoft Dynamics, Azure/AWS, and Conversational AI.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Location: Dubai, United Arab Emirates (On-site)
Job Type: Full-time
Key Responsibilities:
-
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 adherence to enterprise architecture standards, compliance, and security policies.
-
Solution Architecture & Integration:
- Define integration architecture among various platforms.
- Establish API, middleware, and data flow patterns for a unified CRM + AI + contact center experience.
- Design scalable architectures that ensure high availability across multi-cloud deployments.
-
Governance, Compliance & Standards:
- Implement architectural guardrails and best practices while validating compliance with UAE regulatory requirements.
- Lead technical design reviews and approve key solution blueprints.
-
Vendor, Stakeholder & Partner Management:
- Serve as the primary technical authority between internal teams, OEM vendors, and delivery partners.
- Provide expert guidance during project execution and risk management.
-
Innovation, AI & Future Readiness:
- Drive the adoption of AI, automation, and advanced analytics to enhance customer experience.
- Ensure architectures support future enhancements, including agentic AI and omni-channel expansion.
Required Qualifications & Experience:
-
Education: Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical field.
-
Experience:
- 12+ years in enterprise architecture, solution design, or digital transformation roles.
- 5+ years of hands-on experience in Contact Center/ CRM/ AI platforms.
-
Technical Expertise:
- Strong experience with Genesys Cloud/ Engage architecture.
- Hands-on implementation experience with Conversational AI platforms.
- Knowledge of Microsoft Dynamics 365 CRM architecture and cloud platforms (Azure & AWS).
Preferred Certifications:
- TOGAF or equivalent Enterprise Architecture certification.
- Genesys Cloud Architect/ Professional certifications.
- Microsoft Certified: Dynamics 365, Azure Solutions Architect, AWS Certified Solutions Architect.
If you meet the requirements and are enthusiastic about driving innovations in customer experience through technology, we encourage you to apply.
