Specialist - Enterprise Contact Center (Lead / Architect)

Binghatti
Dubai
Workplace: OnsiteFull timeFunction: DevOps, Cloud & InfrastructureExperience: 12+ yearsEducation: bachelorsSkills: ["Strategic thinking","Ownership","Communication","Customer obsession","Incident calm"]

Own the enterprise contact center architecture end-to-end, leading the design, deployment, and continuous evolution of a CCaaS platform across voice and omnichannel engagement. Drive Genesys Cloud and Genesys AI Studio implementations, including SBC/CUBE/CUCM/CME SIP topologies, secure integrations with CRM and back-office systems, and production observability and reliability. Mentor engineers and partners while aligning roadmap and governance to CX and digital transformation goals.

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Binghatti
Binghatti
3 months ago

Specialist - Enterprise Contact Center (Lead / Architect)

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Last checked: 4 hours agoStatus: Live

Job Summary

Own the enterprise contact center architecture end-to-end, leading the design, deployment, and continuous evolution of a CCaaS platform across voice and omnichannel engagement. Drive Genesys Cloud and Genesys AI Studio implementations, including SBC/CUBE/CUCM/CME SIP topologies, secure integrations with CRM and back-office systems, and production observability and reliability. Mentor engineers and partners while aligning roadmap and governance to CX and digital transformation goals.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: DevOps, Cloud & Infrastructure
Seniority: Manager level

Key Responsibilities

  • •Define and own the multi-year roadmap for the enterprise contact center platform and establish architecture standards, reference designs, governance, and disaster recovery.
  • •Architect end-to-end CCaaS solutions on Genesys Cloud across voice and digital channels, orchestrating AI/bot capabilities in Genesys AI Studio.
  • •Design highly available SIP/voice topologies using AudioCodes SBC and Cisco CUBE/CUCM/CME, including secure interconnects, trunk redundancy, and least-cost routing.
  • •Lead implementations and integrations: migration to Genesys Cloud, configuration/tuning of SBC and call control, and connector-based integrations with CRM and back-office systems.
  • •Own production stability and continuous improvement using monitoring and observability (KPIs/SLAs, call quality, patching/upgrades, dashboards, and incident command).

Pay and Benefits

Perks:Medical CoverageAnnual LeaveLearning BudgetAnnual Bonus

Key Requirements

  • •Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Electronics & Communication Engineering, or a related discipline (Master’s degree or MBA is a plus).
  • •Minimum 12 years overall IT experience with at least 8 years in enterprise contact center platforms.
  • •At least 5 years hands-on experience designing and delivering Genesys solutions (Genesys Cloud CCaaS preferred).
  • •Experience leading at least two large-scale CCaaS implementations or migrations end-to-end (1,000+ concurrent agents or multi-country rollouts).
  • •Deep production experience with AudioCodes SBC, Cisco CUBE, Cisco CUCM, and Cisco CME, including conversational flow design in Genesys AI Studio (or equivalent).
Experience:12+ yearsContact centerCCaaSGenesysReal estateHospitality
Education:Bachelor's
Skills:Strategic thinkingOwnershipCommunicationCustomer obsessionIncident calm
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 StudioAudioCodes SBCCisco CUBECisco CUCMCisco CMESIPRTPSDPSRTPTLSCodecsG.711G.729OPUSQoSWiresharkNgrepSngrepMPLS

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
WebsiteLinkedIn