Binghatti

2 months ago

Specialist - Enterprise Contact Center (Lead / Architect)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead the design, deployment, and evolution of an enterprise contact center platform across voice and digital channels. Own end-to-end architecture for Genesys Cloud CCaaS and Genesys AI Studio, including SIP/voice topologies with AudioCodes and Cisco components, omnichannel routing, WEM, and integrations with CRM/back-office systems. Drive implementation, production stability, observability, KPIs/SLAs, and lifecycle management, while mentoring a small engineering team and aligning with business stakeholders.

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Software Engineering

Seniority: Manager level

Key Responsibilities

•Define and own the multi-year architecture roadmap for the enterprise contact center platform aligned to CX and digital transformation goals.
•Architect and implement end-to-end CCaaS solutions on Genesys Cloud, including routing, IVR/IVA, omnichannel channels, and embedded AI/bot experiences via Genesys AI Studio.
•Design and configure resilient SIP/voice topologies using AudioCodes SBC and Cisco CUBE/CUCM/CME, including security, redundancy, and carrier interconnects.
•Build and orchestrate conversational flows and agent-assist experiences, and implement integrations with CRM/ERP/ticketing/knowledge bases using REST APIs, webhooks, and AppFoundry connectors.
•Own production stability and optimization: capacity planning, monitoring, KPIs/SLAs, incident command, observability, patching/upgrades, and lifecycle management.

Pay and Benefits

Perks:Medical CoverageAnnual BonusAnnual LeaveLearning Budget

Key Requirements

•Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Electronics & Communication Engineering, or a related discipline (Master’s or MBA a plus).
•12+ years overall IT experience, including 8+ years dedicated to enterprise contact center platforms.
•5+ years hands-on designing and delivering Genesys solutions, with Genesys Cloud CCaaS preferred.
•Lead at least two large-scale CCaaS implementations/migrations end-to-end (e.g., 1,000+ concurrent agents or multi-country rollouts).
•Hands-on architecture experience with AudioCodes SBC and Cisco CUBE/CUCM/CME, plus conversational flow design in Genesys AI Studio and integrations with Salesforce/Microsoft Dynamics/ServiceNow/SAP.

Experience:Enterprise contact centerGenesysCCaaSReal estateHospitality

Education:Bachelor's

Skills:Strategic thinkingOwnershipCommunicationCustomer obsessionIncident calmness

Certifications:Genesys Cloud CX ProfessionalGenesys Cloud CX ArchitectAudioCodes Certified AssociateAudioCodes Certified ProfessionalCisco CCNA CollaborationCisco CCNP CollaborationAWS Certified Solutions ArchitectMicrosoft Azure Solutions Architect ExpertITIL v4 FoundationTOGAF

Tech Stack:Genesys CloudGenesys AI StudioCCaaSAudioCodes SBCAudioCodes Mediant SBCsCisco CUBECisco CUCMCisco CMESIPRTPSDPSRTPTLSG.711G.729OPUSQoSWiresharkNgrepSngrep

Company Brief

Binghatti

Real estate developer known for residential and mixed-use projects across the UAE, especially in Dubai. Develops, markets, and delivers branded towers and communities with distinctive architectural design and luxury positioning.

Industry: Real Estate Development

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: Dubai, United Arab Emirates

Founded: 2008

Website LinkedIn

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Binghatti

2 months ago

Specialist - Enterprise Contact Center (Lead / Architect)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Software Engineering

Seniority: Manager level

Key Responsibilities

•Define and own the multi-year architecture roadmap for the enterprise contact center platform aligned to CX and digital transformation goals.
•Architect and implement end-to-end CCaaS solutions on Genesys Cloud, including routing, IVR/IVA, omnichannel channels, and embedded AI/bot experiences via Genesys AI Studio.
•Design and configure resilient SIP/voice topologies using AudioCodes SBC and Cisco CUBE/CUCM/CME, including security, redundancy, and carrier interconnects.
•Build and orchestrate conversational flows and agent-assist experiences, and implement integrations with CRM/ERP/ticketing/knowledge bases using REST APIs, webhooks, and AppFoundry connectors.
•Own production stability and optimization: capacity planning, monitoring, KPIs/SLAs, incident command, observability, patching/upgrades, and lifecycle management.

Pay and Benefits

Perks:Medical CoverageAnnual BonusAnnual LeaveLearning Budget

Key Requirements

•Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Electronics & Communication Engineering, or a related discipline (Master’s or MBA a plus).
•12+ years overall IT experience, including 8+ years dedicated to enterprise contact center platforms.
•5+ years hands-on designing and delivering Genesys solutions, with Genesys Cloud CCaaS preferred.
•Lead at least two large-scale CCaaS implementations/migrations end-to-end (e.g., 1,000+ concurrent agents or multi-country rollouts).
•Hands-on architecture experience with AudioCodes SBC and Cisco CUBE/CUCM/CME, plus conversational flow design in Genesys AI Studio and integrations with Salesforce/Microsoft Dynamics/ServiceNow/SAP.

Experience:Enterprise contact centerGenesysCCaaSReal estateHospitality

Education:Bachelor's

Skills:Strategic thinkingOwnershipCommunicationCustomer obsessionIncident calmness

Tech Stack:Genesys CloudGenesys AI StudioCCaaSAudioCodes SBCAudioCodes Mediant SBCsCisco CUBECisco CUCMCisco CMESIPRTPSDPSRTPTLSG.711G.729OPUSQoSWiresharkNgrepSngrep

Company Brief

Binghatti

Industry: Real Estate Development

Company Size: Large (251 to 1,000 employees)

Growth: Established Company

Headquarters: Dubai, United Arab Emirates

Founded: 2008

Website LinkedIn