Contact Center Manager

AIQU; Dubai; On-site; AED 357,000 - 580,000; Full time

Job summary

AIQU in Dubai seeks an experienced CCaaS Implementation & Support Specialist with hands-on Genesys Cloud CX and NICE CXone expertise. The role covers end-to-end design, implementation, integration, migration and L2/L3 production support for enterprise cloud contact centers.

Responsibilities include designing and delivering voice, digital and bot flows; managing the delivery lifecycle; and collaborating with CRM teams for Salesforce, Dynamics and other integrations. Immediate joiners preferred.

Qualifications

• 5+ years of contact center technology experience.
• Hands-on experience with Genesys Cloud CX and NICE CXone.
• Strong knowledge of REST APIs, SSO, OAuth, JSON, and RBAC.
• Experience with integration to CRMs and cloud telephony.

Responsibilities

• Design and implement Genesys Cloud CX and NICE CXone solutions covering Voice, IVR, Digital, Outbound, Recording, QM, WFM, Analytics, and Reporting.
• Lead the complete delivery lifecycle: requirements gathering, solution design, build, integration, testing, user training, UAT, migration, go-live, hypercare, and production support.
• Produce HLD/LLD, architecture diagrams, call flows, integration designs, network/firewall requirements, test plans, and migration documentation.
• Provide L2/L3 troubleshooting and RCA for complex routing, telephony, API, SSO, recording, digital, reporting and agent desktop issues.
• Develop complex Voice, Digital & Bot Flows in Genesys Architect and Nice CXOne Studio.
• CCaaS Integrations with Salesforce, Dynamics and other CRMs.
• Hands on Experience in REST API Integrations, SSO, OAuth, JSON, JSONPath, and VTL.
• Implement and troubleshoot BYOC Cloud/Premises, SIP/SIPS, RTP/SRTP, WebRTC, PSTN Integrations with Genesys cloud & Nice CXone.
• Conduct customer workshops, technical demonstrations, training, knowledge transfer.
• Work with telecom, network, security, CRM, and vendor teams for troubleshooting and resolving issues.

Skills

Genesys Cloud CX

NICE CXone

CCaaS

REST API

SIP/WebRTC

SAML SSO

RBAC

Terraform

Python

Tools

Genesys Architect

BYOC Cloud

Terraform

Python

Job description

We are hiring for one of our major clients for the below requirement in Dubai, UAE

Role: Genesys Operations / Implementation Engineer

Employment Type: 1 year & extendable contract, long term, outsourced

Notice Period: Immediate joiners to a maximum of 15-30 days of notice

Role Overview

We are seeking an experienced CCaaS Implementation & Support Specialist with strong hands-on expertise in Genesys Cloud CX and NICE CXone. The role is responsible for the end-to-end design, implementation, integration, migration, and L2/L3 support of enterprise cloud contact center solutions.

Key Responsibilities

• Design and implement Genesys Cloud CX and NICE CXone solutions covering Voice, IVR, Digital, Outbound, Recording, Quality Management, Workforce Management, AI Features, Analytics, and Reporting.
• Lead the complete delivery lifecycle: requirements gathering, solution design, build, integration, testing, user training, UAT, migration, go-live, hypercare, and production support.
• Produce HLD/LLD, architecture diagrams, call flows, integration designs, network/firewall requirements, test plans, and migration documentation.
• Provide L2/L3 troubleshooting and RCA for complex routing, telephony, API, SSO, recording, digital, reporting and agent desktop issues.
• Develop complex Voice, Digital & Bot Flows in Genesys Architect and Nice CXOne Studio.
• CCaaS Integrations with Salesforce, Dynamics and other CRMs.
• Hands on Experience in REST API Integrations, SSO, OAuth, JSON, JSONPath, and VTL.
• Implement and troubleshoot BYOC Cloud/Premises, SIP/SIPS, RTP/SRTP, WebRTC, PSTN Integrations with Genesys cloud & Nice CXone.
• Conduct customer workshops, technical demonstrations, training, knowledge transfer.
• Work with telecom, network, security, CRM, and vendor teams for troubleshooting and resolving issues.

Required Skills & Experience

• 5+ years of contact center technology experience with strong enterprise implementation and support expertise.
• Strong hands-on experience with Genesys Cloud CX and NICE CXone.
• Expertise in Genesys Architect, Data Actions, Platform APIs, BYOC, Outbound, Digital, Recording, QM, WFM, Analytics, and Reporting.
• Experience with NICE Studio, ACD, Personal Connection, Digital, WFM, QM, Recording, and Reporting.
• Strong knowledge of SIP, VoIP, SBC, WebRTC, RTP/SRTP, SIPREC, and cloud telephony.
• Strong REST API, OAuth, JSON, CRM/backend integration, SAML SSO, and RBAC experience.
• Experience with automation including Terraform, Genesys Cloud/Nice CXone APIs, Archy, YAML, and Python.
• Excellent troubleshooting, solution-design, documentation, customer-facing, and stakeholder-management skills.
• Preferred Certifications like Genesys Cloud or NICE CXone