Senior CCaaS Architect & Platform Lead

Binghatti Holding LLC; Dubai; On-site; AED 480,000 - 720,000; Full time

Job summary

Binghatti Holding LLC in Dubai seeks a senior Enterprise Contact Center Specialist to own design, deployment, and evolution of the enterprise contact center platform. This hands-on architect role covers voice, digital, and AI-driven engagement, spanning Genesys Cloud CCaaS, AI Studio, SBCs, CUCM, CME, and CRM integrations.

The successful candidate will lead architecture, implementation, and governance, driving secure, scalable CX across real estate, hospitality, and lifestyle lines.

Qualifications

• Bachelor's degree in CS/IT/Telecommunications or related field.
• 8+ years IT experience with 5+ years in enterprise CCaaS design/delivery.
• Proven track record leading large CCaaS implementations (1,000+ agents).
• Hands-on with AudioCodes/Cisco SIP infrastructure and CX platforms.
• Experience integrating contact centers with enterprise apps (CRM/ERP).

Responsibilities

• Define multi-year roadmap for enterprise contact center platform.
• Architect end-to-end CCaaS solutions on Genesys Cloud with AI capabilities.
• Design HA/SIP topologies with AudioCodes SBC, Cisco CUCM, and CME.
• Lead implementation, configuration, and migration to Genesys Cloud CCaaS.
• Drive deployment of conversational AI, voicebots, and agent‑assist features.
• Own production stability, KPIs, and incident response.
• Mentor engineers and manage vendor relationships.
• Present architecture proposals and ROI to leadership.

Skills

CCaaS

Leadership

Vendor mgmt

Security & compliance

Education

Bachelor's degree in CS/IT/Telecom

Tools

Genesys Cloud CCaaS

AudioCodes SBC

Cisco CUCM

Cisco CME

Salesforce / MS Dynamics

ServiceNow

Job description

Binghatti Holding LLC in Dubai seeks a senior Enterprise Contact Center Specialist to own design, deployment, and evolution of the enterprise contact center platform. This hands-on architect role covers voice, digital, and AI-driven engagement, spanning Genesys Cloud CCaaS, AI Studio, SBCs, CUCM, CME, and CRM integrations.

The successful candidate will lead architecture, implementation, and governance, driving secure, scalable CX across real estate, hospitality, and lifestyle lines.