Contact Center Technical Solutions Expert – Dubai, UAE

Dubai, UAE – Onsite

Job Category

• Information Technology (IT) & Software
• Telecommunications
• Engineering & Technical
• Customer Service & Support
• Business Development

Job Overview

A leading organization is seeking an experienced Contact Center Technical Solutions Expert for an onsite opportunity in Dubai, UAE. The role is focused on contact center solution architecture, technical design, Genesys and omnichannel platforms, enterprise integrations, cloud architecture, and emerging AI technologies.

The successful candidate will be responsible for designing and evaluating complex contact center technology solutions, integrating CRM platforms and APIs, and ensuring robust architecture across network, security, high availability, and disaster recovery environments. The role requires close collaboration with technical teams, vendors, and business stakeholders to deliver scalable and secure enterprise solutions.

This position provides opportunities for career growth, professional development, technical training, certification, and continued upskilling across contact center technologies, cloud platforms, AI/NLP solutions, cybersecurity, and enterprise architecture.

Key Responsibilities

• Design and develop technical architectures for enterprise contact center solutions.
• Develop and review Contact Center Solution Architecture and technical designs.
• Work extensively with Genesys and omnichannel contact center platforms.
• Design CRM integrations, APIs, and enterprise data flows.
• Architect integrations involving AI, NLP, and chatbot platforms such as Kore.ai and OpenAI.
• Design and evaluate AWS and Azure cloud architectures.
• Develop high-level and low-level technical designs, including HLD and LLD documentation.
• Define API and integration architecture for enterprise contact center environments.
• Design solutions addressing network, security, high availability, and disaster recovery requirements.
• Review and evaluate vendor technical designs and architecture proposals.
• Assess solution architectures against cybersecurity, data protection, and compliance requirements.
• Collaborate with vendors, technology teams, business stakeholders, and other technical specialists.
• Ensure proposed solutions meet scalability, security, performance, and operational requirements.

Requirements & Qualifications

• Proven experience in contact center technology and technical solution architecture.
• Strong hands-on experience with Genesys and contact center solutions.
• Experience designing omnichannel contact center solutions.
• Strong understanding of CRM integration, APIs, and enterprise data flows.
• Experience with AI, NLP, and chatbot platforms such as Kore.ai or OpenAI.
• Strong knowledge of AWS and/or Azure cloud architecture.
• Understanding of network architecture, cybersecurity, high availability, and disaster recovery.
• Experience creating and reviewing HLD and LLD architecture documents.
• Strong knowledge of API and integration architecture.
• Experience reviewing vendor technical designs and architecture proposals.
• Understanding of cybersecurity, data protection, and regulatory compliance requirements.
• Strong technical analysis, solution design, and problem-solving skills.
• Excellent communication and stakeholder-management capabilities.
• Native Arabic language proficiency is mandatory.

Salary, Benefits & Career Growth

Salary and compensation details have not been provided by the employer.

The position provides an opportunity to work on enterprise contact center transformation and advanced technology initiatives in Dubai. Professional development can include exposure to Genesys, cloud architecture, AI/NLP technologies, cybersecurity, enterprise integration, and solution architecture, supporting long-term career growth and technical specialization.

Application Process

Apply through the designated application process.

Send your updated CV directly to the HR/recruitment contact below and mention Contact Center Technical Solutions Expert – Dubai in the email subject line.

HR Email for Application

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Please mention Contact Center Technical Solutions Expert – Dubai in the subject line.