Head of Agentic Platforms

AlFuttaim; Dubai; On-site; AED 350,000 - 520,000; Full time

Job summary

Al-Futtaim seeks an experienced Head of Agentic Platforms in Dubai to lead the design and deployment of AI-powered customer engagement across voice, chat, social and digital channels. The role focuses on scalable, secure platforms using conversational AI, agentic frameworks and cloud technologies, reporting to senior enterprise architecture teams and aligning solutions with business goals.

Based in Dubai, the candidate will translate designs into reliable implementations, drive secure DevOps

Qualifications

• 15+ years in information technology with 5+ years in a managerial role within the Agentic domain.
• Experience with Azure OpenAI, large language models and agentic AI systems.
• Bachelor's degree in Computer Science or related field; Azure AI Engineer certification preferred.

Responsibilities

• Lead AI-enabled customer engagement platforms across voice, chat, social and digital channels.
• Design and optimize conversational AI solutions for multi-region deployments.
• Oversee API-led integrations and enterprise data platform interoperability.
• Own AI lifecycle, monitoring, retraining, and governance in cloud-native environments.
• Collaborate with GTDP Architecture teams to ensure scalable, secure architectures.

Skills

Multi-channel engagement

Azure OpenAI

Stakeholder management

Technical leadership

Education

Bachelor's degree in Computer Science or related field

Tools

Genesys Cloud

Azure

Job description

Head of Agentic Platforms

Head of Agentic Platforms Job Snapshot - Role: Head of Agentic Platforms - Location: Dubai, United Arab Emirates - Industry: I T and Services - Function: Software-System Architecture - Experience: 15 years in IT, including at least 5 years in a managerial role within the Agentic domain - Job Type: Full Time - Work Arrangement: On-site

Position Overview

Al-Futtaim is seeking an experienced Head of Agentic Platforms to lead the design and implementation of AI-powered customer engagement solutions across voice, chat, social and digital channels. Based in Dubai, this leadership position focuses on building scalable, secure and adaptive platforms that enhance customer interactions through conversational AI, agentic frameworks and enterprise cloud technologies. The role combines technical architecture, AI innovation and strategic leadership to deliver intelligent customer engagement capabilities across multiple regions. Working closely with the GTDP Architecture team, enterprise technology specialists and business stakeholders, the successful candidate will translate solution designs into reliable implementations, establish secure development and deployment practices, and measure the business impact of AI-enabled customer experiences.

Job Details

Country: United Arab Emirates - City: Dubai - Industry: I T and Services - Function: Software-System Architecture - Salary: Not disclosed - Gender: No Preference - Candidate Nationality: Not specified - Job Type: Full Time - Work Arrangement: On-site

Key Responsibilities

AI-Enabled Customer Engagement Platforms

• Lead the design and implementation of multi-region, multi-channel customer engagement solutions using Genesys Cloud.
• Integrate voice, chat, social and digital communication channels to support consistent customer interactions.
• Develop integrations between enterprise voice platforms and generative AI or agentic frameworks.
• Ensure engagement solutions meet business requirements while supporting secure and scalable operations.

Conversational AI and Agentic Frameworks

• Design and optimize intelligent voice and digital interactions using large language models and AI-powered virtual agents.
• Implement speech-to-text and text-to-speech capabilities to support automated customer conversations.
• Apply real-time transcription and retrieval-augmented generation (RAG) to improve the relevance and contextual accuracy of AI responses.
• Develop conversational AI capabilities that support natural interactions across customer engagement channels.

Enterprise Integration and Interoperability

• Oversee end-to-end integration of Genesys Cloud, voice bots and enterprise data platforms.
• Apply API-led integration approaches to connect AI services with existing business and technology systems.
• Design integrations that support resilience, low latency and scalability across multiple geographical regions.
• Collaborate with the GTDP Architecture team to evaluate technologies against business and technical requirements.

AI Lifecycle Management and Operations

• Lead the development and operational lifecycle of AI components, from proof of concept through production deployment.
• Establish processes for monitoring, managing and retraining AI components to maintain performance and compliance.
• Apply AIOps and LLMOps practices to support the ongoing operation of AI-enabled platforms.
• Ensure AI solutions operate within applicable Azure AI governance frameworks.

Cloud Architecture and Data Strategy

• Work with enterprise architects and data teams to design Azure-native microservices and streaming data pipelines.
• Support the development of cloud-native architectures for intelligent customer engagement applications.
• Enable real-time data processing and integration to support contextual and personalized interactions.
• Align cloud and data architecture decisions with enterprise technology standards and operational requirements.

Security, Compliance and Responsible AI

• Incorporate Azure AI governance principles and data privacy requirements into solution architecture and implementation.
• Ensure AI-powered engagement platforms comply with enterprise security policies and applicable regional data protection standards.
• Apply secure coding and deployment practices throughout the solution delivery lifecycle.
• Support responsible AI practices across conversational AI and agentic platform implementations.

Platform Performance and Reliability

• Define and address non-functional requirements, including scalability, reliability, resilience and system performance.
• Optimize platform architecture and integrations to support responsive customer interactions.
• Evaluate technical performance and identify opportunities to improve platform efficiency.
• Ensure solutions remain adaptable to evolving business and technology requirements.

Business Alignment and Value Realization

• Partner with business stakeholders to establish measurable outcomes for AI-enabled customer engagement initiatives.
• Define and monitor performance indicators, including customer interaction containment rates and return on investment.
• Translate business priorities into practical technology solutions and implementation strategies.
• Continuously improve platform design to enhance operational efficiency and customer experience.

Knowledge Management and Technical Standards

• Maintain clear documentation of solution architecture, integration designs and implementation approaches.
• Promote reusable technology components and consistent engineering practices.
• Share technical knowledge across architecture, development and operational teams.
• Champion best practices for AI-enabled contact center transformation using Microsoft Azure and Genesys Cloud.

Required Skills and Expertise

• Proven experience managing multi-channel, AI-powered customer engagement platforms and solutions.
• Strong technical expertise in Azure OpenAI, large language models and agentic AI systems.
• Experience designing and implementing conversational AI solutions for voice and digital interactions.
• Practical knowledge of Microsoft Azure, generative AI frameworks and cloud-native application architectures.
• Experience integrating enterprise platforms through APIs and scalable integration frameworks.
• Understanding of microservices architecture, streaming data pipelines and enterprise data integration.
• Knowledge of AI model lifecycle management, AIOps and operational monitoring practices.
• Ability to design secure, reliable and resilient systems supporting multiple regions and communication channels.
• Strong communication, technical leadership and stakeholder management capabilities.
• Ability to connect technology decisions with customer experience objectives and measurable business outcomes.

Qualifications and Experience

• Minimum 15 years of professional experience in information technology.
• At least 5 years of managerial experience within the Agentic domain, with a focus on AI-enabled solutions.
• Hands-on experience with Microsoft Azure, generative AI and agentic frameworks, microservices and cloud-native platforms.
• Demonstrated experience in AI solution design, including data pipelines, model lifecycle management and AIOps.
• Bachelor 's degree in Computer Science or a related field.
• Azure AI Engineer certification is preferred.

Candidate Profile

Candidate Profile The successful candidate will combine extensive enterprise technology experience with practical expertise in conversational AI, agentic platforms and cloud architecture. The position requires the ability to lead complex technical implementations while collaborating effectively with architecture teams, technology specialists and business stakeholders. A strong understanding of customer engagement technologies, AI governance and enterprise integration will be essential. The candidate should be capable of evaluating technical approaches, guiding implementation decisions and ensuring that AI-enabled solutions deliver reliable performance and measurable business value.

About Al-Futtaim

About Al-Futtaim Established in the 1930s and headquartered in Dubai, Al-Futtaim is a privately held regional business group operating across more than 20 countries. Its diversified portfolio covers automotive, financial services, real estate, retail and health. With more than 40,000 employees, the Group represents over 200 internationally recognized brands, including Toyota, Lexus, IKEA, ACE and Marks and Spencer. Al-Futtaim focuses on enriching lives and elevating communities through digital innovation, artificial intelligence, sustainable growth and strategic partnerships. Its business approach emphasizes long-term value creation for customers, communities and partners while supporting responsible growth for future generations.