Enterprise Architect - Arab Nationals

Gibraltar Technologies LLC; Dubai; On-site; AED 320,000 - 640,000; Full time

Job summary

Gibraltar Technologies LLC seeks a seasoned Enterprise Technical Architect to lead end-to-end delivery of a large-scale UCC transformation. You will drive architecture across Genesys Cloud, Kore.ai, Dynamics CRM and Azure/Data AI platforms in a multi-cloud environment.

The role requires 12+ years in enterprise architecture and strong governance, with a focus on UAE regulatory compliance, security, and scalable integration patterns across CRM, AI analytics, and voice channels.

Qualifications

• Bachelor's or Master's degree in Computer Science, Engineering or related field.
• 12 years in enterprise architecture or complex solution delivery.
• Minimum 5 years hands-on experience in delivering Contact Center, CRM and AI platforms.
• Deep experience with Genesys Cloud, IVR digital channels, APIs, integrations.
• Integration experience with Conversational AI (e.g. Kore.ai or similar); Voice biometrics (DAON, Nuance, etc.); Customer feedback tools (Hive, Medallia, etc.).
• Microsoft Dynamics CRM real-time sync, screen-pop, data access.
• Strong understanding of Genesys Cloud APIs, Webhooks and SDKs, event-driven architecture, REST JSON APIs and microservices.
• Soft Skills: leadership, vendor and stakeholder management, clear communication, problem-solving.

Responsibilities

• Technical Delivery Oversight: Lead the technical architecture design and governance of the Unified Contact Center platform.
• Solution Architecture: Define and enforce integration patterns and APIs between Genesys, Kore.ai, Dynamics, HIVE, Azure OpenAI and cloud infra; design scalable, resilient multi-cloud architectures.
• Governance: Enforce architecture guardrails and UAE data-residency and security compliance; lead reviews and approve blueprints.
• Vendor & Stakeholder Management: Serve as single point of contact for technical matters; translate business needs into designs; assess risks.
• Innovation & Future Readiness: Promote AI/ML adoption for improved customer/agent experience; plan for omni-channel enablement and analytics.

Skills

Genesys Cloud

IVR

APIs

Integrations

Conversational AI

Voice biometrics

Kore.ai

Azure OpenAI

HIVE analytics

Multi-cloud architecture

Education

Bachelor's or Master's degree in Computer Science/Engineering

Tools

Microsoft Dynamics CRM

Job description

We are seeking a seasoned Enterprise Technical Architect to lead the end-to-end technical delivery of a large-scale Unified Contact Center (UCC) transformation program. The role demands deep technical expertise in Genesys Cloud, conversational AI, Kore.ai, CRM, Microsoft Dynamics, analytics, HIVE, Azure OpenAI and multi-cloud environments (Azure, AWS). You will serve as the central technical authority ensuring seamless integration, robust governance and scalable architecture aligned to business objectives.

Key Responsibilities

• Technical Delivery OversightLead the technical architecture design and governance of the Unified Contact Center platform.

  Manage partner and vendor delivery across Genesys CCaaS, Kore.ai, Dynamics CRM and related services.

  Ensure all solution components adhere to enterprise architecture standards and compliance policies.

• Solution ArchitectureDefine and enforce integration patterns and APIs between Genesys, Kore.ai, Dynamics, HIVE, Azure OpenAI and cloud infrastructure (Azure, AWS); design scalable, resilient and high-availability architectures in multi-cloud deployments; govern data flows across CRM, AI analytics and voice digital channels.

• GovernanceEnforce architecture guardrails and compliance with UAE-specific data-residency, security and telecom regulations; lead architecture reviews, approve solution blueprints and drive continuous alignment with enterprise goals.

• Vendor & Stakeholder ManagementAct as the single point of contact for all technical matters between internal teams and external partners; translate business needs into executable technical designs; conduct risk assessments and technical impact analyses.

• Innovation & Future ReadinessPromote AI/ML adoption for enhanced customer and agent experience; design for future extensibility including agentic AI omni-channel enablement and advanced analytics.

Required Qualifications

• Education

  Bachelor's or Master's degree in Computer Science, Engineering or related field.

• Experience

  12 years in enterprise architecture or complex solution delivery.

  Minimum 5 years hands-on experience in delivering Contact Center, CRM and AI platforms.

• Technical Expertise – Must-have
  • Deep experience with Genesys Cloud, IVR digital channels, APIs, integrations.
  • Integration experience with Conversational AI (e.g. Kore.ai or similar); Voice biometrics (DAON, Nuance, etc.); Customer feedback tools (e.g. Hive, Medallia, etc.).
  • Microsoft Dynamics CRM real-time sync, screen-pop, data access.
  • Strong understanding of Genesys Cloud APIs, Webhooks and SDKs, event-driven architecture, REST JSON APIs and microservices.
• Soft Skills
  • Strong leadership, vendor and stakeholder management.
  • Clear communicator with ability to bridge business and technical teams.
  • Proven problem-solving capabilities in large-scale delivery.