We are seeking a seasoned Enterprise Technical Architect to lead the end-to-end technical delivery of a large-scale Unified Contact Center (UCC) transformation program. The role demands deep technical expertise in Genesys Cloud, conversational AI (Kore ai), CRM (Microsoft Dynamics), analytics (HIVE), Azure OpenAI, and multi-cloud environments (Azure & AWS). You will serve as the central technical authority ensuring seamless integration, robust governance, and scalable architecture aligned to business objectives. Key Responsibilities: � Technical Delivery Oversight Lead the technical architecture, design, and governance of the Unified Contact Center platform. Manage partner and vendor delivery across Genesys CCaaS, Kore ai, Dynamics CRM, and related services. Ensure all solution components adhere to enterprise architecture standards and compliance policies. � Solution Architecture & Integration Define and enforce integration patterns and APIs between Genesys, Kore ai, Dynamics, HIVE, Azure OpenAI, and cloud infrastructure (Azure, AWS). Design scalable, resilient, and high-availability architectures in multi-cloud deployments. Govern data flows across CRM, AI, analytics, and voice/digital channels. � Governance & Compliance Enforce architecture guardrails and compliance with UAE-specific data residency, security, and telecom regulations. Lead architecture reviews, approve solution blueprints, and drive continuous alignment with enterprise goals. � Vendor & Stakeholder Management Act as the single point of contact for all technical matters between internal teams and external partners. Translate business needs into executable technical designs. Conduct risk assessments and technical impact analyses. � Innovation & Future Readiness Promote AI/ML adoption for enhanced customer and agent experience. Design for future extensibility including agentic AI, omni-channel enablement, and advanced analytics. Required Qualifications: � Education: Bachelor’s or Master’s degree in Computer Science, Engineering, or related field. � Experience: 12+ years in enterprise architecture or complex solution delivery. Minimum 5 years’ hands-on experience in delivering Contact Center, CRM, and AI platforms. � Technical Expertise (Must-Have): Deep experience with Genesys Cloud (IVR, digital channels, APIs, integrations). Integration experience with: Conversational AI (e.g., Kore ai or similar) Voice biometrics (DAON, Nuance, etc.) Customer feedback tools (e.g., Hive, Medallia, etc.) Microsoft Dynamics CRM (real-time sync, screen-pop, data access) Strong understanding of: Genesys Cloud APIs, Webhooks, and SDKs. Event-driven architecture, REST/JSON APIs, and microservices.

Desired Candidate Profile

✅ Soft Skills: Strong leadership, vendor, and stakeholder management. Clear communicator with ability to bridge business and technical teams. Proven problem-solving capabilities in large-scale delivery