Job Description

We are seeking an experienced

Enterprise Technical Architect

to oversee the

end-to-end technical delivery

of a large-scale Unified Contact Center (UCC) program. The architect will be responsible for ensuring seamless integration, governance, and delivery of a solution comprising

Genesys CCaaS

,

Kore.ai

conversational AI

,

HIVE analytics

,

Azure OpenAI services

,

Microsoft Dynamics CRM

,

multi-cloud environments (Azure & AWS)

, and associated networking, hardware, and software infrastructure.


The ideal candidate will have hands-on expertise in enterprise-scale solution delivery, strong stakeholder management skills, and the ability to align technical execution with business outcomes.

Key Responsibilities

Technical Delivery Oversight

Lead the architecture, design, and technical governance of the Unified Contact Center solution across all platforms. Oversee partner/vendor teams delivering Genesys CCaaS, Microsoft Dynamics CRM, Kore.ai, and other solution components. Ensure alignment of solution delivery with enterprise architecture standards, security, and compliance frameworks.

Solution Architecture & Integration

Define integration patterns between Genesys, Kore.ai, Dynamics, Azure OpenAI, HIVE, and cloud infrastructure (Azure, AWS). Establish APIs, middleware, and data flow governance across CRM, AI, and contact center layers. Design high-availability, scalable, and resilient architecture for multi-cloud deployments.

Governance & Compliance

Implement architecture guardrails, patterns, and technical standards for the program. Ensure compliance with UAE data residency, telecom, and information security regulations. Conduct design reviews and approve solution blueprints.

Vendor & Stakeholder Management

Act as the primary technical authority between internal teams, system integrators, and technology vendors. Provide technical direction during project execution, risk assessments, and issue resolution. Translate business requirements into technical deliverables.

Innovation & Future Readiness

Drive the adoption of AI/ML and automation capabilities to enhance customer experience. Ensure solution scalability for future roadmap items (agentic AI, omni-channel expansion, advanced analytics).

Required Qualifications & Skills

Education:

Bachelor's or Master's in Computer Science, Engineering, or related field.

Experience:

12+ years in enterprise architecture / solution delivery roles. 5+ years of experience specifically in

Contact Center / CRM / AI platform implementations

.

Technical Expertise (Must-have):

Proven experience in the

design and deployment of enterprise-scale Genesys Cloud implementations

, covering digital channels (chat, email, social media) and complex IVR flows. Proven experience in architecting and delivering integrations between Genesys Cloud and third-party platforms, including but not limited to:

AI-powered conversational platforms

(e.g., Kore.ai, Google Dialogflow, or similar).

Voice biometric solutions

for authentication and fraud prevention (e.g., DAON, Nuance Gatekeeper, or similar).

Customer feedback management solutions

(e.g., Hive, Medallia, Qualtrics, or similar).

Microsoft Dynamics CRM

for customer data synchronization and screen-pop functionalities. Strong understanding of Genesys Cloud APIs, Webhooks, Platform SDKs, and overall architecture. Strong understanding of REST/JSON APIs, web services, and event-driven architecture. Excellent problem-solving abilities and the capacity to lead cross-functional teams in a fast-paced environment.

Preferred Skills and Qualifications (Good-to-Have)

Experience with data visualization and reporting using

Microsoft Power BI

. A solid understanding of cloud computing concepts and services, particularly on

Microsoft Azure

. Previous experience designing and implementing

IVR network connectivity

, including SIP trunking, toll-free number provisioning, and carrier management.

Soft Skills:

Strong leadership and vendor management capabilities. Excellent communication and stakeholder engagement skills. Ability to balance technical rigor with practical delivery.

Preferred Certifications

TOGAF or equivalent Enterprise Architecture certification. Genesys Cloud Architect or Professional certifications. Microsoft Certified: Dynamics 365 + Azure Solutions Architect. AWS Certified Solutions Architect. * AI/ML or Conversational AI-related certifications (Kore.ai, Azure AI, etc.).