Enterprise Architect - Arab Nationals

We are seeking a seasoned Enterprise Technical Architect to lead the end-to-end technical delivery of a large-scale Unified Contact Center (UCC) transformation program. The role demands deep technical expertise in Genesys Cloud, conversational AI (Kore ai), CRM (Microsoft Dynamics), analytics (HIVE), Azure OpenAI, and multi-cloud environments (Azure & AWS). You will serve as the central technical authority ensuring seamless integration, robust governance, and scalable architecture aligned to business objectives.

Key Responsibilities

• � Technical Delivery Oversight Lead the technical architecture, design, and governance of the Unified Contact Center platform
• Manage partner and vendor delivery across Genesys CCaaS, Kore ai, Dynamics CRM, and related services
• Ensure all solution components adhere to enterprise architecture standards and compliance policies. � Solution Architecture & Integration Define and enforce integration patterns and APIs between Genesys, Kore ai, Dynamics, HIVE, Azure OpenAI, and cloud infrastructure (Azure, AWS)
• Design scalable, resilient, and high-availability architectures in multi-cloud deployments
• Govern data flows across CRM, AI, analytics, and voice/digital channels. � Governance & Compliance Enforce architecture guardrails and compliance with UAE-specific data residency, security, and telecom regulations
• Lead architecture reviews, approve solution blueprints, and drive continuous alignment with enterprise goals. � Vendor & Stakeholder Management Act as the single point of contact for all technical matters between internal teams and external partners
• Translate business needs into executable technical designs
• Conduct risk assessments and technical impact analyses. � Innovation & Future Readiness Promote AI/ML adoption for enhanced customer and agent experience
• Design for future extensibility including agentic AI, omni-channel enablement, and advanced analytics
• Required

Qualifications

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Education

Bachelor’s or Master’s degree in Computer Science, Engineering, or related field. �

Experience

12+ years in enterprise architecture or complex solution delivery. Minimum 5 years’ hands-on experience in delivering Contact Center, CRM, and AI platforms. � Technical Expertise (Must-Have): Deep experience with Genesys Cloud (IVR, digital channels, APIs, integrations). Integration experience with: Conversational AI (e.g., Kore ai or similar) Voice biometrics (DAON, Nuance, etc.) Customer feedback tools (e.g., Hive, Medallia, etc.) Microsoft Dynamics CRM (real-time sync, screen-pop, data access) Strong understanding of: Genesys Cloud APIs, Webhooks, and SDKs. Event-driven architecture, REST/JSON APIs, and microservices. Desired Candidate Profile ✅ Soft

Skills

• Strong leadership, vendor, and stakeholder management
• Clear communicator with ability to bridge business and technical teams
• Proven problem-solving capabilities in large-scale delivery Employment Type Full-time