Job Description

Design Verification & Technical Review

Collaborate with the vendor to review, verify, and provide formal review report for solution architecture components including: Genesys platform setup and multichannel enablement CRM integration and data flows AI/NLP platforms (Kore.ai, OpenAI) for chatbots, automation, and others Cloud deployment (AWS, Azure) and security zones Network architecture, disaster recovery, and high availability CX and user journey , service catagleo, knowledge base ..etc Agents lapryo solutions systems, workforce management and so

Integration Readiness

o Ensure the Contact Center solution is designed for seamless integration with all relevant client and third-party systems.


o Work closely with vendors and internal teams to define and validate integration requirements, data flows, and interface specifications.


o Ensure integration designs support real-time data exchange, security protocols, and adherence to government interoperability standards.


o Support validation and testing of all integrations during system integration and UAT phases.

Technical Governance and Documentation

o Review and comment on technical design documents (HLD, LLD, APIs, data flows).


o Ensure traceability of business and technical requirements in all design outputs.


o Document architecture risks, assumptions, and required mitigation actions.

Collaboration and Reporting

o Serve as the client-side technical expert during all design-related vendor workshops.


o Escalate critical risks or non-compliance issues to the Program Manager.


o Provide structured feedback and contribute to overall project technical governance.