Enterprise Technical Architect

We are seeking an experienced Enterprise Technical Architect to oversee the end-to-end technical delivery of a large-scale Unified Contact Center (UCC) program. The architect will be responsible for ensuring seamless integration, governance, and delivery of a solution comprising Genesys CCaaS, Kore.ai conversational AI, HIVE analytics, Azure OpenAI services, Microsoft Dynamics CRM, multi-cloud environments (Azure & AWS), and associated networking, hardware, and software infrastructure.

The ideal candidate will have hands-on expertise in enterprise-scale solution delivery, strong stakeholder management skills, and the ability to align technical execution with business outcomes.

Key Responsibilities

• Technical Delivery Oversight
• Lead the architecture, design, and technical governance of the Unified Contact Center solution across all platforms.
• Oversee partner/vendor teams delivering Genesys CCaaS, Microsoft Dynamics CRM, Kore.ai, and other solution components.
• Ensure alignment of solution delivery with enterprise architecture standards, security, and compliance frameworks.
• Solution Architecture & Integration
• Define integration patterns between Genesys, Kore.ai, Dynamics, Azure OpenAI, HIVE, and cloud infrastructure (Azure, AWS).
• Establish APIs, middleware, and data flow governance across CRM, AI, and contact center layers.
• Design high-availability, scalable, and resilient architecture for multi-cloud deployments.
• Governance & Compliance
• Implement architecture guardrails, patterns, and technical standards for the program.
• Ensure compliance with UAE data residency, telecom, and information security regulations.
• Conduct design reviews and approve solution blueprints.
• Vendor & Stakeholder Management
• Act as the primary technical authority between internal teams, system integrators, and technology vendors.
• Provide technical direction during project execution, risk assessments, and issue resolution.
• Translate business requirements into technical deliverables.
• Innovation & Future Readiness
• Drive the adoption of AI/ML and automation capabilities to enhance customer experience.
• Ensure solution scalability for future roadmap items (agentic AI, omni-channel expansion, advanced analytics).

Required Qualifications & Skills

• Education: Bachelor’s or Master’s in Computer Science, Engineering, or related field.
• Experience:
• 12+ years in enterprise architecture / solution delivery roles.
• 5+ years of experience specifically in Contact Center / CRM / AI platform implementations.
• Technical Expertise (Must-have):
• Proven experience in the design and deployment of enterprise-scale Genesys Cloud implementations, covering digital channels (chat, email, social media) and complex IVR flows.
• Proven experience in architecting and delivering integrations between Genesys Cloud and third-party platforms, including but not limited to:
• AI-powered conversational platforms (e.g., Kore.ai, Google Dialogflow, or similar).
• Voice biometric solutions for authentication and fraud prevention (e.g., DAON, Nuance Gatekeeper, or similar).
• Customer feedback management solutions (e.g., Hive, Medallia, Qualtrics, or similar).
• Microsoft Dynamics CRM for customer data synchronization and screen-pop functionalities.
• Strong understanding of Genesys Cloud APIs, Webhooks, Platform SDKs, and overall architecture.
• Strong understanding of REST/JSON APIs, web services, and event-driven architecture.
• Excellent problem-solving abilities and the capacity to lead cross-functional teams in a fast-paced environment.
• Preferred Skills and Qualifications (Good-to-Have)
• Experience with data visualization and reporting using Microsoft Power BI.
• A solid understanding of cloud computing concepts and services, particularly on Microsoft Azure.
• Previous experience designing and implementing IVR network connectivity, including SIP trunking, toll-free number provisioning, and carrier management.
• Soft Skills:
• Strong leadership and vendor management capabilities.
• Excellent communication and stakeholder engagement skills.
• Ability to balance technical rigor with practical delivery.

Preferred Certifications

• TOGAF or equivalent Enterprise Architecture certification.
• Genesys Cloud Architect or Professional certifications.
• Microsoft Certified: Dynamics 365 + Azure Solutions Architect.
• AWS Certified Solutions Architect.
• AI/ML or Conversational AI-related certifications (Kore.ai, Azure AI, etc.).