Contact Center Technical Delivery and Integration Lead

DiceTek UAE; Dubai; Sur place; AED 350 000 - 520 000; Plein temps

Résumé du poste

Dicetek LLC is seeking a Contact Center Technical Delivery and Integration Lead for an on-site role in Dubai, UAE. You will coordinate technical readiness, integration, and operational enablement of contact center solutions, working with Genesys, CRM integrations, AI-powered engagement, cloud infrastructure, and cybersecurity considerations.

The role requires close collaboration across vendor and internal teams, with a focus on ensuring readiness for implementation, testing and operational use.

Qualifications

• Experience leading complex contact center technology implementations.
• Strong coordination with vendors and internal teams.
• Knowledge of cybersecurity and data privacy considerations.

Responsabilités

• Lead technical readiness and integration activities for Genesys and related systems.
• Coordinate CRM integration requirements and data flows between contact center platform and connected systems.
• Oversee cloud deployment readiness and security considerations for the contact center solution.
• Manage AI/NLP readiness for conversational AI and automation use cases.
• Coordinate UAT and system integration testing with vendors and internal teams.
• Track technical actions, dependencies and issues to closure and provide status updates.

Description du poste

Contact Center Technical Delivery and Integration Lead Job Snapshot

Role: Contact Center Technical Delivery and Integration Lead

Location: Dubai, United Arab Emirates

Industry: I T and Services

Function: Systems Implementation/Integration

Experience: Not specified

Job Type: Full Time

Work Arrangement: On-site

Position Overview

Dicetek LLC is seeking a Contact Center Technical Delivery and Integration Lead for an on‑site opportunity in Dubai, United Arab Emirates. The role focuses on coordinating the technical readiness, integration and operational enablement of contact center solutions, working closely with technology vendors, internal teams and relevant stakeholders. The position covers Genesys contact center platforms, CRM integrations, AI‑powered customer engagement solutions, cloud infrastructure, network connectivity and supporting customer experience technologies. The successful candidate will oversee technical dependencies, integration requirements, implementation readiness and operational considerations to support the delivery of an integrated contact center environment. The role requires effective coordination across technical and business teams, with particular attention to cybersecurity, data privacy, system availability, documentation and implementation risks.

Job Details

Country: United Arab Emirates

City: Dubai

Industry: I T and Services

Function: Systems Implementation/Integration

Salary: Not disclosed

Gender: No Preference

Candidate Nationality: Not specified

Job Type: Full Time

Work Arrangement: On‐site

Key Responsibilities

• Contact Center Technical Readiness - Lead technical readiness and operational enablement activities for contact center solution components in coordination with vendors and internal technical teams.
• Oversee readiness activities involving Genesys platform setup and multichannel contact center capabilities.
• Coordinate CRM integration requirements and associated data flows between the contact center platform and connected systems.
• Support the technical enablement of AI and Natural Language Processing (NLP) platforms, including Kore.ai and OpenAI technologies, for chatbots, automation and related customer engagement applications.
• Coordinate readiness of cloud deployment environments and associated security considerations.
• Review network connectivity, disaster recovery and high‑availability requirements with relevant technical teams.
• Oversee the readiness of customer experience (CX) components, user journeys, service catalogues, knowledge bases and supporting tools.
• Coordinate technical preparation of agent desktop solutions, workforce management systems and other contact center platforms.
• Ensure relevant solution components are prepared for implementation, testing and operational use.
• System Integration and Interface Coordination - Manage integration readiness activities involving contact center technology vendors, internal teams and relevant client or third‑party systems.
• Oversee the definition and review of integration requirements, data flows and technical interface specifications.
• Ensure integration activities remain aligned with business objectives, operational requirements and technical specifications.
• Coordinate integration‑related work throughout implementation, system testing and User Acceptance Testing (UAT).
• Track integration actions, technical dependencies and outstanding issues through resolution.
• Work with relevant stakeholders to address interface connectivity concerns, system dependencies and technical readiness requirements.
• Maintain visibility of integration progress and identify issues that may affect implementation or operational readiness.
• AI, CRM and Customer Experience Enablement - Coordinate technical readiness for AI‑enabled contact center capabilities, including conversational AI, chatbots and automation use cases.
• Support integration planning involving AI/NLP technologies such as Kore.ai and OpenAI.
• Oversee relevant CRM connectivity and information exchange requirements supporting contact center operations.
• Coordinate readiness of customer journey components and associated CX tools.
• Support technical alignment between agent desktop solutions, knowledge management resources, service catalogues and workforce management platforms.
• Work with vendors and internal stakeholders to address dependencies affecting customer engagement capabilities.
• Cloud Infrastructure and Operational Requirements - Coordinate technical readiness of cloud environments supporting contact center solution deployment.
• Work with infrastructure and network teams to address connectivity requirements and associated technical dependencies.
• Oversee readiness considerations involving disaster recovery and high availability.
• Coordinate the review of infrastructure requirements affecting contact center service availability and operational performance.
• Support technical discussions concerning the scalability and availability of deployed solution components.
• Track infrastructure‑related issues and readiness actions that may affect implementation or operational enablement.
• Cybersecurity, Privacy and Standards Alignment - Ensure contact center solution components are aligned with applicable cybersecurity and information protection requirements.
• Coordinate technical compliance considerations relating to data residency and privacy.
• Support alignment of solution components and integrations with enterprise architecture requirements.
• Work with security, infrastructure and relevant technical teams to review applicable security considerations.
• Oversee non‑functional requirements covering performance, scalability, availability and operational readiness.
• Coordinate the resolution of technical gaps or dependencies affecting compliance with applicable standards and architecture requirements.
• Implementation, Testing and UAT Coordination - Lead integration‑related coordination during contact center implementation and testing activities.
• Work with vendors and internal teams to confirm the readiness of relevant technical components and interfaces.
• Coordinate the resolution of integration issues identified during implementation and User Acceptance Testing.
• Track pending technical actions, dependencies and implementation concerns to closure.
• Maintain communication with relevant stakeholders regarding testing progress and unresolved technical matters.
• Support operational readiness reviews by providing technical implementation status and feedback.
• Technical Documentation and Follow‑up - Oversee the preparation and review of technical and operational documentation associated with contact center solutions.
• Coordinate updates to integration documents, interface specifications and implementation records.
• Maintain visibility of business and technical requirements throughout implementation activities.
• Track technical actions, identified issues, risks and outstanding dependencies.
• Follow up on technical assumptions and mitigation activities with responsible stakeholders.
• Ensure relevant technical information remains available to support implementation coordination and operational readiness.
• Monitor documentation updates required as solution components and integration activities progress.
• Vendor and Stakeholder Coordination - Participate in technical workshops and operational discussions with technology vendors and internal stakeholders.
• Coordinate communication between contact center solution providers, infrastructure teams, application teams and relevant business representatives.
• Facilitate technical discussions concerning implementation requirements, system integration and operational readiness.
• Follow up with vendors and internal teams on agreed technical actions and deliverables.
• Identify cross‑functional dependencies that require coordination or management attention.
• Support collaboration between business and technical stakeholders throughout the implementation process.
• Technical Risk Management and Reporting - Identify and monitor technical issues, integration risks and delivery dependencies affecting contact center readiness.
• Escalate critical technical concerns, unresolved integration risks and implementation blockers to the Program Manager or appropriate governance forums.
• Provide regular updates on technical implementation progress and operational readiness.
• Communicate outstanding technical actions, dependencies and mitigation progress to relevant stakeholders.
• Support management decision‑making through accurate implementation status reporting.
• Maintain visibility of significant issues that may affect solution readiness or delivery timelines.

Relevant Technical Knowledge

• Genesys contact center platforms and multichannel capabilities.
• Contact center solution implementation and operational enablement.
• CRM integration, data flows and interface specifications.
• AI and Natural Language Processing platforms.
• Kore.ai and OpenAI technologies for conversational AI and automation.
• Cloud deployment environments and related security considerations.
• Enterprise network connectivity and infrastructure dependencies.
• Disaster recovery and high‑availability requirements.
• Customer experience platforms and user journey components.
• Service catalogues and knowledge management systems.
• Agent desktop solutions and supporting contact center applications.
• Workforce management platforms.
• System integration testing and User Acceptance Testing.
• Cybersecurity, data residency and privacy requirements.
• Enterprise architecture and non‑functional solution requirements.
• Technical documentation, issue tracking and implementation reporting.

Professional Capabilities

• Ability to coordinate complex contact center technology implementations involving multiple vendors and internal teams.
• Understanding of system integration requirements, technical interfaces and application data flows.
• Ability to monitor technical readiness across infrastructure, cloud, CRM and customer engagement platforms.
• Effective communication with technical specialists, business stakeholders and solution providers.
• Strong organizational skills for tracking implementation actions, issues, risks and dependencies.
• Ability to identify technical delivery blockers and coordinate their resolution.
• Understanding of operational readiness, solution availability and enterprise security requirements.
• Clear reporting and escalation of implementation status and significant technical concerns.

Role Expectations

The Contact Center Technical Delivery and Integration Lead will coordinate the technical preparation and integration activities required to support contact center solution implementation and operational enablement. The position combines technical oversight with vendor coordination, integration management, documentation and readiness reporting. Particular attention will be given to Genesys platform components, AI‑enabled customer engagement capabilities, CRM connectivity, cloud infrastructure and supporting operational systems. The successful candidate will maintain visibility of technical dependencies, coordinate issue resolution and provide implementation readiness updates to the Program Manager and relevant stakeholders, helping ensure that contact center solution components are prepared for effective operational use.