Contact Center Systems Senior Principal Engineer. Customer and Partner Management

Job Purpose

To design, develop, and manage advanced contact center technologies (Genesys), covering both voice and digital channels and ensuring Etisalat's customer care platforms are highly available, scalable, and continuously evolving. Responsible for implementing routing strategies, IVR, digital channel integration, reporting solutions, and operational enhancements that enable world-class customer experiences and seamless omni-channel support. The engineer will lead technology development & operations for complex routing, analytics, AI/automation, and integrations with backend systems and telecom networks.

Report To Position NameReview business requirements and validate feasibility for contact center solutions (IVR, routing, live chat, digital channels). Develop and maintain complex routing strategies (skill-based, location-based, and multi-site) including operational enhancements such as auto-dialers and NPS IVR surveys. Integrate contact center systems with backend applications, SIP protocols, and core network infrastructure. Implement and support reporting solutions and analytics for customer care performance Ensure alignment with agreed processes, conduct full testing, and provide detailed documentation for system development and releases. Manage upgrades, patches, and system enhancements with minimal disruption to operations. Coordinate with vendors and internal stakeholders for issue resolution, incident management, and SLA compliance. Ensure all systems are designed for high availability, with proactive alarms, monitoring, and failover capabilities. Support continuous integration with digital channels (mobile app, live chat, agent desktop) to enhance customer experience. IVR, Voice, and Routing Development Design, develop, and optimize Genesys IVR flows, skill-based routing, and multi-channel (voice, chat, and digital) routing strategies. Digital Contact Center Development Lead development and enhancement of live chat routing within Genesys, ensuring seamless escalation paths to agents. Integrate live chat functionality with the company's mobile app and web platforms to provide a unified digital customer experience. Contact Center Reporting & Analytics Develop and optimize reporting solutions to support KPIs, operational insights, and customer experience metrics across both voice and digital. Operational Implementation Translate business and operational requirements (e.g., skill-based routing, agent allocation) into scalable technical solutions. Multi-site Contact Center Support Manage development for distributed environments, including location-based and geo-routing strategies across multiple sites. Dialler & Campaign Management Design and implement auto-dialler solutions to support outbound campaigns. Contact Center Stack Development Own integration and development for WFM (Workforce Management), Call Recording, Agent Desktop, and other core CC technologies. Telephony & Core Network Integration Implement SIP protocol integrations with the enterprise telecom and core network. Backend System Integrations Deliver seamless connections with CRM, billing, and enterprise applications to enable end-to-end customer journeys. Customer Care Change Enablement Deliver technology development for new operational models, products, and customer care process changes. AI & Automation Enablement Integrate Speech-to-Text and Text-to-Speech engines into IVR and chatbots. Build IVR-driven NPS (Net Promoter Score) surveys to automate feedback collection. Operations 24/7 Operations & On-Call Support – Lead continuous monitoring, incident response, and on-call activities to ensure uninterrupted availability of the contact center platform. Incident & Problem Management – Investigate, resolve, and document system incidents; manage support tickets and escalate to vendors when required to ensure timely resolution. System Upgrades & Maintenance – Plan, test, and execute platform upgrades, patches, and configuration changes with minimal business disruption. High Availability & Monitoring – Design and implement alarms, dashboards, and proactive monitoring tools to detect and mitigate performance or availability issues. Vendor & Stakeholder Coordination – Collaborate with technology vendors and internal stakeholders to ensure SLA compliance, root cause analysis, and continuous service improvement

QUALIFICATIONS_ESSENTIAL

Bachelor's in Computer Science, IT, or Engineering (Master's preferred).

QUALIFICATIONS_DESIRABLE

Deep knowledge of Genesys PureEngage, omni-channel customer care, vendor management, telecom contact center operations

EXPERIENCE_ESSENTIAL

3-5 years in contact center technology, including at least 3 years in team leadership/management.

EXPERIENCE_DESIRABLE

Innovation: Drive adoption of AI-driven routing, digital-first experiences, and predictive monitoring. Skills & Abilities: Leadership, negotiation, communication, strategic planning, ability to manage large-scale projects.

CERTIFICATIONS_ESSENTIAL

N/A