Contact Center Technical Solutions Expert

Job Description Roles & Responsibilities Design Verification & Technical Review − Collaborate with the vendor to review, verify, and provide formal review report for solution architecture components including: − Geneses platform setup and multichannel enablement − CRM integration and data flows − AI/NLP platforms (Korea, Open AI) for chatbots, automation, and others − Cloud deployment (AWS, Azure) and security zones − Network architecture, disaster recovery, and high availability − CX and user journeys , service catalo, knowledge base etc. − Agents lepro solutions systems, workforce managing and so Integration Readiness o Ensure the Contact Center solution is designed for seamless integration with all relevant client and third-party systems. o Work closely with vendors and internal teams to define and validate integration requirements, data flows, and interface specifications. o Ensure integration designs support real-time data exchange, security protocols, and adherence to government interoperability standards. o Support validation and testing of all integrations during system integration and UAT phases. Compliance and Standards Alignment o Ensure all designs comply with DESC Cybersecurity Framework, UAE data residency laws, GDPR, and the Dubai Digital architecture model. o Validate non-functional requirements (scalability, performance, availability). Technical Governance and Documentation o Review and comment on technical design documents (HLD, LLD, APIs, data flows). o Ensure traceability of business and technical requirements in all design outputs. o Document architecture risks, assumptions, and required mitigation actions. Collaboration and Reporting o Serve as the client-side technical expert during all design-related vendor workshops. o Escalate critical risks or non-compliance issues to the Program Manager. o Provide structured feedback and contribute to overall project technical governance. Desired Candidate Profile Possesses a Bachelor's degree in Computer Science, Information Technology, or a related field. Holds relevant certifications such as Cisco CCNA/CCNP, Avaya certifications, or similar. Exhibits strong knowledge of contact center technologies including ACD, IVR, CRM, and workforce management systems. Has experience in the telecommunications or customer service industry. Demonstrates proficiency in scripting languages (e.g., Python, PowerShell) for automation and troubleshooting. Employment Type Full Time Company Industry RecruitmentPlacement FirmExecutive Search Department / Functional Area IT Software Keywords Contact Center Technical Solutions ExpertContact Center Technology SpecialistContact Center Technology ConsultantContact Center Support EngineerContact Center Systems AnalystContact Center Technical Lead Get real-time job updates only on our App