Dubai-based Senior Contact Center Architect: Genesys & AI

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

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,