Specialist - Enterprise Contact Center (Lead / Architect)

Binghatti
Dubai
Workplace: OnsiteFull timeFunction: Software EngineeringEducation: bachelorsSkills: ["Strategic thinking","Ownership","Written and verbal communication","Customer-obsessed mindset","Calm under pressure"]

Lead the architecture, deployment, and continuous optimization of an enterprise contact center platform spanning voice, omnichannel digital, and AI-driven customer engagement. Own end-to-end Genesys Cloud CCaaS and Genesys AI Studio designs, including SIP/voice topology, routing, WEM, and integrations with CRM and back-office systems. Drive large-scale migrations, platform stability, observability, security/compliance, and mentor a small team while partnering with vendors and business stakeholders to deliver scalable CX.

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FursaFursa
Binghatti
Binghatti
4 months ago

Specialist - Enterprise Contact Center (Lead / Architect)

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Last checked: 5 hours agoStatus: Live

Job Summary

Lead the architecture, deployment, and continuous optimization of an enterprise contact center platform spanning voice, omnichannel digital, and AI-driven customer engagement. Own end-to-end Genesys Cloud CCaaS and Genesys AI Studio designs, including SIP/voice topology, routing, WEM, and integrations with CRM and back-office systems. Drive large-scale migrations, platform stability, observability, security/compliance, and mentor a small team while partnering with vendors and business stakeholders to deliver scalable CX.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Software Engineering
Seniority: Manager level

Key Responsibilities

  • •Own the multi-year roadmap for the enterprise contact center platform aligned with CX strategy and digital transformation goals.
  • •Architect and implement Genesys Cloud CCaaS end-to-end solutions across voice and digital channels, including AI/bot capabilities via Genesys AI Studio.
  • •Design highly available, fault-tolerant SIP/voice topologies using AudioCodes SBC and Cisco CUCM/CME/CUBE, including secure interconnects, redundancy, and routing.
  • •Lead migrations and implementation of CCaaS workloads (IVR/IVA, ACD routing, callbacks, outbound campaigns, reporting), plus configure and tune SBC/CUCM/CME integrations.
  • •Operate and optimize production stability: define KPIs/SLAs, monitor call quality and performance, manage lifecycle upgrades, and implement observability and incident command.

Pay and Benefits

Perks:Medical CoverageAnnual Leave

Key Requirements

  • •Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Electronics & Communication Engineering, or related field; Master’s or MBA is a plus.
  • •Minimum 12 years of overall IT experience, including at least 8 years dedicated to enterprise contact center platforms.
  • •5+ years designing and delivering Genesys solutions (Genesys Cloud CCaaS preferred; PureConnect/Engage migration experience is a plus).
  • •Hands-on experience designing and delivering Genesys AI Studio conversational flows, intents, and agent-assist experiences.
  • •Deep production experience with AudioCodes SBC, Cisco CUBE, Cisco CUCM, and Cisco CME, plus enterprise-scale CCaaS implementations (1,000+ concurrent agents or multi-country rollouts).
Experience:Contact center platformsGenesysCCaaSVoice/SIP infrastructureEnterprise integrations
Education:Bachelor's
Skills:Strategic thinkingOwnershipWritten and verbal communicationCustomer-obsessed mindsetCalm under pressure
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 StudioAppFoundryAudioCodes Mediant SBCAudioCodes SBCCisco CUBECisco CUCMCisco CMESIPRTPSRTPTLSSIP trunkingCodecs (G.711,G.729,OPUS)QoSWiresharkNgrepSngrepMicrosoft Teams Direct RoutingSIP/voice topologies

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