Contact Center Technical Solutions Expert (Genesys & AI Solutions) | ParamInfo | Dubai, UAE

ParamInfo; Dubai; On-site; AED 260,000 - 420,000; Full time

Job summary

ParamInfo is seeking an experienced Contact Center Technical Solutions Expert to lead the architecture, design, integration, and governance of enterprise contact center platforms in Dubai. This role requires deep expertise in Genesys solutions, omnichannel customer engagement, AI-powered customer service technologies, CRM integrations, and cloud-based contact center architectures.

The role requires strong experience across Genesys ecosystems, AI-powered customer engagement, chatbot platforms,

Qualifications

• Bachelor’s Degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related field.
• Native Arabic language proficiency (Mandatory).
• Extensive experience designing and implementing Contact Center solutions.
• Strong expertise with Genesys platforms and customer engagement technologies.
• Experience designing omnichannel customer interaction solutions.
• Strong understanding of Contact Center Solution Architecture and Technical Design.
• Experience integrating CRM platforms with customer service applications.
• Expertise in API architecture, service integration, and enterprise data flows.
• Strong knowledge of AWS cloud architecture.
• Strong knowledge of Microsoft Azure cloud architecture.
• Experience designing highly available and disaster recovery-capable environments.
• Knowledge of networking, infrastructure, and enterprise security architectures.
• Experience reviewing technical designs and vendor architecture proposals.
• Strong stakeholder communication and technical documentation capabilities.

Responsibilities

• Design and govern end-to-end Contact Center solution architectures.
• Develop High-Level Design (HLD) and Low-Level Design (LLD) documentation.
• Lead technical reviews of vendor-proposed architectures and implementation models.
• Design and support Genesys contact center and omnichannel engagement solutions.
• Architect integrations between CRM platforms, customer data systems, and contact center applications.
• Design API frameworks and integration architectures.
• Support AI-driven customer engagement initiatives including virtual assistants and intelligent automation.
• Define cloud architecture requirements across AWS and Azure environments.
• Ensure platform resilience through High Availability (HA), Disaster Recovery (DR), and business continuity designs.
• Implement security, privacy, compliance, and governance requirements across customer engagement platforms.
• Collaborate with application, infrastructure, cloud, security, and business teams.
• Support digital transformation programs focused on customer experience modernization.

Skills

Genesys platforms

Omnichannel engagement

API architecture

Cloud architecture

CRM integrations

Security governance

Stakeholder communication

HA/DR design

Education

Bachelor's Degree in CS/IT/Engineering

Tools

AWS

Azure

CRM Systems

REST APIs

Job description

Job Title: Contact Center Technical Solutions Expert (Genesys & AI Solutions) | ParamInfo | Dubai, UAE

Recruiting Company: ParamInfo

Job Location: Dubai, United Arab Emirates

Job Type: Full-Time

Detailed Job Description

ParamInfo is seeking an experienced Contact Center Technical Solutions Expert to lead the architecture, design, integration, and governance of enterprise contact center platforms in Dubai. This role requires deep expertise in Genesys solutions, omnichannel customer engagement, AI-powered customer service technologies, CRM integrations, and cloud-based contact center architectures.

As a Contact Center Technical Solutions Expert, you will serve as a senior technical authority responsible for designing and governing enterprise customer experience platforms. You will define solution architectures, review vendor designs, ensure security and compliance standards are met, and drive the successful implementation of modern omnichannel customer engagement solutions.

The role requires strong experience across Genesys ecosystems, AI-powered customer engagement, chatbot platforms, cloud architecture, CRM integrations, API frameworks, and enterprise-grade high-availability environments. You will work closely with business stakeholders, architects, vendors, and implementation teams to ensure scalable, secure, and future-ready contact center solutions.

Key Responsibilities

• Design and govern end-to-end Contact Center solution architectures.
• Develop High-Level Design (HLD) and Low-Level Design (LLD) documentation.
• Lead technical reviews of vendor-proposed architectures and implementation models.
• Design and support Genesys contact center and omnichannel engagement solutions.
• Architect integrations between CRM platforms, customer data systems, and contact center applications.
• Design API frameworks and integration architectures.
• Support AI-driven customer engagement initiatives including virtual assistants and intelligent automation.
• Define cloud architecture requirements across AWS and Azure environments.
• Ensure platform resilience through High Availability (HA), Disaster Recovery (DR), and business continuity designs.
• Implement security, privacy, compliance, and governance requirements across customer engagement platforms.
• Collaborate with application, infrastructure, cloud, security, and business teams.
• Support digital transformation programs focused on customer experience modernization.

Required Qualifications & Skills

• Bachelor’s Degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related field.
• Native Arabic language proficiency (Mandatory).
• Extensive experience designing and implementing Contact Center solutions.
• Strong expertise with Genesys platforms and customer engagement technologies.
• Experience designing omnichannel customer interaction solutions.
• Strong understanding of Contact Center Solution Architecture and Technical Design.
• Experience integrating CRM platforms with customer service applications.
• Expertise in API architecture, service integration, and enterprise data flows.
• Strong knowledge of AWS cloud architecture.
• Strong knowledge of Microsoft Azure cloud architecture.
• Experience designing highly available and disaster recovery-capable environments.
• Knowledge of networking, infrastructure, and enterprise security architectures.
• Experience reviewing technical designs and vendor architecture proposals.
• Strong stakeholder communication and technical documentation capabilities.

AI & Intelligent Customer Experience Platforms

• Kore.ai
• OpenAI-based customer engagement solutions
• Conversational AI
• Chatbots
• Natural Language Processing (NLP)
• Intelligent Virtual Assistants
• AI-powered customer service automation

Enterprise Integration Experience

• CRM Platforms
• REST APIs
• Enterprise Service Integration
• Data Flow Architecture
• Contact Center Data Platforms
• Customer Engagement Systems
• Omnichannel Communication Channels

Security & Governance Expertise

• Cybersecurity Architecture
• Data Protection Controls
• Regulatory Compliance
• Customer Data Governance
• Security Reviews & Architecture Assessments
• Enterprise Risk Management

Nice-to-Have Skills

• Genesys Cloud certification.
• AWS Solutions Architect certification.
• Microsoft Azure certification.
• Experience within banking, telecom, government, or enterprise customer service environments.
• Experience with enterprise AI transformation initiatives.
• Advanced knowledge of customer journey orchestration platforms.
• Exposure to CCaaS (Contact Center as a Service) environments.

Recruitment Pro Tip

For Contact Center Solution Architecture roles, employers value candidates who can demonstrate successful delivery of large-scale customer experience platforms. Highlight Genesys deployments, CRM integrations, AI chatbot implementations, cloud migrations, customer experience transformation projects, and measurable improvements in customer satisfaction, agent productivity, service levels, or operational efficiency. Quantifiable business outcomes will significantly strengthen your application.