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Role Overview We are seeking a seasoned Enterprise Contact Center Specialist at BinGhatti to lead the design, deployment, and continuous evolution of our enterprise-wide contact Center platform. This is a senior, hands-on architect role that owns the end-to-end voice, digital, and AI-driven customer engagement stack — spanning Genesys Cloud CCaaS, Genesys AI Studio, session border controllers (AudioCodes / Cisco CUBE), Cisco call control (CUCM and CME), SIP/voice infrastructure, omnichannel routing, workforce engagement management (WEM), and integration with CRM and back-office systems. The successful candidate will act as the technical authority for all contact Center initiatives, partnering with business stakeholders, vendors, and cross-functional engineering teams to deliver a resilient, secure, and scalable customer experience platform that supports our growth across real estate, hospitality, and lifestyle business lines. Key Responsibilities Architecture & Strategy •Define and own the multi-year roadmap for the enterprise contact Center platform, aligning technology investments with customer experience (CX) strategy and digital transformation goals. •Architect end-to-end CCaaS solutions on Genesys Cloud, including voice, email, chat, SMS, WhatsApp, social, and video channels, with embedded AI/bot capabilities designed and orchestrated in Genesys AI Studio. •Design highly available, fault-tolerant SIP/voice topologies leveraging AudioCodes SBC, Cisco CUBE, Cisco CUCM (call control), and Cisco CME (branch survivability), with secure carrier interconnects, SIP trunk redundancy, and least-cost routing. •Establish architecture standards, reference designs, and governance for the contact Center, including security, compliance (PCI-DSS, GDPR, UAE PDPL), and disaster recovery. Implementation & Delivery •Lead the implementation, configuration, and migration of contact Center workloads to Genesys Cloud CCaaS, including IVR/IVA flows, ACD routing, callbacks, outbound campaigns, and reporting. •Configure and tune AudioCodes SBC, Cisco CUBE, Cisco CUCM, and Cisco CME for SIP normalization, transcoding, dial-plan design, encryption (SRTP/TLS), and integration with Microsoft Teams Direct Routing where applicable. •Build and orchestrate conversational flows, intents, and agent-assist experiences in Genesys AI Studio, including bot–human handoff, slot filling, and dynamic data integration with backend systems. •Design and build integrations between Genesys Cloud and enterprise systems (CRM, ERP, ticketing, knowledge bases) using REST APIs, webhooks, AppFoundry connectors, and middleware platforms. •Drive deployment of conversational AI, voicebots, and agent-assist capabilities using Genesys AI Studio, Google Dialogflow, or comparable NLU platforms. Operations & Optimization •Own production stability of the contact center platform, including capacity planning, performance monitoring, voice quality management, and incident command for major incidents. •Define KPIs and SLAs for platform availability, call quality (MOS, jitter, packet loss), and agent experience; drive continuous improvement against these metrics. •Oversee patching, upgrades, and lifecycle management across the CCaaS stack, SBCs, CUCM/CME clusters, gateways, and supporting infrastructure. •Establish observability through call detail records, SIP traces, real-time dashboards, and integration with enterprise monitoring tools (e.g., Splunk, Dynatrace, Grafana). Leadership & Stakeholder Management •Act as the trusted advisor to business leaders in customer service, sales, and operations on contact center capabilities, trends, and ROI. •Lead a small team of engineers and external partners; provide technical mentorship, code/design reviews, and career development. •Manage relationships with vendors, carriers, and system integrators — including commercial negotiations, statements of work, and performance reviews. •Present architecture proposals, business cases, and operational reviews to senior leadership and steering committees. Required Qualifications Education •Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Electronics & Communication Engineering, or a related discipline. A Master’s degree or MBA is a plus. Experience •Minimum 12 years of overall IT experience, with at least 8 years dedicated to enterprise contact center platforms. •At least 5 years of hands-on experience designing and delivering Genesys solutions — Genesys Cloud CCaaS preferred; PureConnect / Engage migration experience is a strong plus. •Demonstrated experience leading at least two large-scale CCaaS implementations or migrations end-to-end (1,000+ concurrent agents or multi-country rollouts). •Deep, current experience with AudioCodes SBC, Cisco CUBE, Cisco CUCM, and Cisco CME in production at enterprise scale. •Hands-on experience designing and implementing conversational flows in Genesys AI Studio (or equivalent bot orchestration platform). •Proven track record integrating contact center platforms with Salesforce, Microsoft Dynamics, ServiceNow, SAP, or comparable systems of record. Technical Skills •Genesys Cloud: Architect, Flow Designer, Routing, Outbound, WEM, Speech & Text Analytics, Predictive Engagement, Genesys AI Studio (bot flows, intent design, agent-assist), AppFoundry. •Voice & SIP: SIP/RTP/SDP, SRTP, TLS, codecs (G.711, G.729, OPUS), QoS, voice quality troubleshooting (Wireshark, ngrep, sngrep), carrier SIP trunking. •Edge & Call Control: AudioCodes Mediant SBCs, Cisco CUBE, Cisco CUCM (Unified Communications Manager — clusters, dial plans, CSS/partitions, MGCP/SIP), Cisco CME (Communications Manager Express for branch/SRST), Microsoft Teams Direct Routing, Operator Connect awareness. •Cloud & DevOps: AWS or Azure fundamentals, Terraform / CloudFormation, CI/CD pipelines, Git, containerization basics. •Programming & APIs: JavaScript / Node.js, Python, REST APIs, JSON, OAuth 2.0, webhooks; SQL for reporting. •Security & Compliance: PCI-DSS DSS for contact centers, GDPR, UAE PDPL, recording redaction, data residency considerations. •Networking: TCP/IP, DNS, firewalls, NAT traversal, MPLS / SD-WAN, VPN, basic network design for real-time media. Certifications (Preferred) •Genesys Cloud CX Professional / Architect (GCP-GCX, GCP-GCA). •AudioCodes Certified Associate / Professional (ACA / ACP). •Cisco CCNA Collaboration / CCNP Collaboration (with hands-on CUCM and CME experience). •AWS Certified Solutions Architect or Microsoft Azure Solutions Architect Expert. •ITIL v4 Foundation; TOGAF certification is a plus. Behavioral Competencies •Strategic thinking with the ability to translate business priorities into pragmatic technology choices. •Strong ownership and accountability — comfortable being the single point of escalation for the platform. •Excellent written and verbal communication; able to brief executives and engage technical engineers with equal clarity. •Customer-obsessed mindset and passion for delivering a frictionless customer experience. •Calm and structured under pressure during major incidents and high-stakes go-lives. What We Offer •A senior, high-impact role with direct visibility to executive leadership. •Opportunity to architect a greenfield enterprise CX platform across multiple business lines. •Competitive tax-free salary, performance bonus, medical coverage, and annual leave benefits per UAE labour law. •Sponsored certifications, conferences, and continuous learning budget.