Contact Center Operations Specialist

Dicetek LLC; Dubai; On-site; AED 120,000 - 170,000; Full time

Job summary

Dicetek LLC seeks a skilled professional to drive technical readiness and operational enablement for our contact center solutions, collaborating with vendors and internal teams on Genesys setup, CRM integrations, and multichannel enablement.

You will oversee integration readiness with client systems, ensure security, privacy, and architecture alignment, and maintain comprehensive documentation while coordinating stakeholder updates and addressing risks and blockers promptly.

Qualifications

• Bachelor's degree in business administration, communications, or related field.
• 3–5 years in contact center operations or similar customer-facing role.
• Proven track record in managing operational KPIs and driving performance improvements.
• Proficiency in contact center technologies such as ACD, CRM software, WFM tools, and quality monitoring systems.

Responsibilities

• Lead technical readiness and operational enablement of CC solutions with vendors and internal teams.
• Manage integration readiness between CC solution and client/3rd-party systems.
• Ensure compliance with cybersecurity, data residency, privacy, and EA requirements.
• Oversee preparation and updating of technical/operational docs and track actions.
• Participate in workshops; report status and escalate blockers as needed.

Skills

KPI management

Performance optimization

Stakeholder communication

Education

Bachelor's degree in business administration, communications, or related field

Tools

ACD

CRM software

WFM tools

Quality monitoring systems

Job description

Main Responsibility

• Technical Readiness and Operational Enablement Lead the technical readiness and operational enablement of Contact Center solution components in collaboration with vendors and internal teams including o Genesys platform setup and multichannel enablemento CRM integration and data flowso AI NLP platforms Kore Ai OpenAI for chatbots automation and related use caseso Cloud deployment environments and relevant security considerationso Network connectivity disaster recovery and high availability requirementso CX and user journey components service catalogue knowledge base and related toolso Agent desktop solutions supporting systems workforce management and related platforms
• Integration Coordination and Readiness Manage integration readiness activities with vendors and internal teams to ensure effective integration between the Contact Center solution and relevant client and third-party systems Oversee integration requirements data flows and interface specifications to ensure alignment with business operational and technical needs Lead integration-related activities during implementation testing and UAT phases and track pending actions to closure Coordinate with relevant stakeholders to address integration dependencies technical issues and readiness requirements
• Compliance and Standards Alignment Ensure alignment of Contact Center solution components with applicable cybersecurity data residency privacy and enterprise architecture requirements Oversee relevant non-functional requirements such as performance scalability availability and operational readiness in coordination with technical teams and vendors
• Documentation and Technical Follow-up Oversee the preparation review and update of technical and operational documents related to Contact Center solutions integrations and implementation activities Maintain visibility of business and technical requirements across implementation activities and track related technical actions issues and risks Follow up on technical assumptions dependencies and mitigation actions with relevant stakeholders to support timely resolution
• Stakeholder Coordination and Reporting Participate in technical and operational workshops with vendors and internal stakeholders to support solution readiness and delivery Escalate critical technical issues integration risks and delivery blockers to the Program Manager or relevant governance forums Provide regular updates implementation status and operational readiness feedback to support informed decision-making

Qualifications

• Bachelor's degree in business administration, Communications, or a related field; relevant certifications are a plus.
• Minimum of 3-5 years of progressive experience in contact center operations or a similar customer-facing role.
• Proven track record in managing operational KPIs and driving performance improvements within a contact center environment.
• Proficiency in contact center technologies such as ACD, CRM software, WFM tools, and quality monitoring systems.