Senior Contact Center & AI Solutions Architect

Remotedxb

Dubai

On-site

AED 180,000 - 300,000

Full time

14 days+

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Benefits offered by this job

Health coverage

Retirement plan 403(b)

PTO & holidays

Tuition reimbursement

EAP & counseling

Parental leave

Job summary

Ascension seeks a design lead for its contact center initiatives in the UAE. You will capture requirements, translate them into solution specifications, and design customer journeys with routing strategies.

You will drive deployment of AI tools such as chatbots and agent-assist, act as SME through the implementation lifecycle, and collaborate with cross‑functional teams to deliver measurable improvements.

Qualifications

2 years of cumulative experience or 1 year with Associate/Bachelor’s degree.
Proficiency in Genesys Cloud features incl. ACD, IVR, voice bots, analytics, and API integrations.
Experience with Spoke and Twilio platforms.
Familiarity with call management and integration systems such as ServiceNow, Salesforce, Oracle, and various EHRs.

Responsibilities

Lead discovery sessions to capture functional, technical, and operational requirements.
Translate complex contact center business needs into detailed solution specifications.
Design customer interaction journeys, including high-level and detailed solution architecture documents, complex call flows, and routing strategies.
Lead the deployment and optimization of AI-driven tools, including consumer-facing AI (intelligent virtual assistants, chatbots) and associate-facing AI (agent assist, real-time sentiment analysis, and summarization).
Serve as the Subject Matter Expert (SME) for design decisions, guiding project teams through the implementation lifecycle.