Contact Center Expert - Technical Solutions
Posted date [2026-05-05]
(ID: 44804)
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Dicetek is a global IT Solutions and Services Company founded in 2006, headquartered in Singapore. We are expanding our global network while delivering cost-effective consulting services. Our operational offices are located in India, UAE, Singapore, and the USA.
Focusing on various sectors including Banking & Financial Services, Telecom, Government, Oil & Gas, Logistics, Supply Chain, Real Estate, and Manufacturing, we offer top-notch Information Technology Solutions and Professional Consulting Services. We have built a solid reputation in the technology industry for exceptional service, guided by our core values of integrity, thought leadership, and excellence in the ever-evolving IT landscape. We aim to foster lasting relationships with our clients, prioritizing their satisfaction as a key performance indicator. This commitment has positioned us as a preferred partner for many. With over a decade of experience, we have a proven track record in consulting across diverse technical roles and industries. Our specialized team of over 1,200 IT Consultants combines international expertise with in-depth local market knowledge.... |
Job Snapshot
Role: Contact Center Expert - Technical Solutions
Location: Dubai, United Arab Emirates
Industry: I T and Services
Function: Systems Implementation/Integration
Experience: 8-12 years
Job Type: Full-time
Position Overview
Contact Center Expert - Technical Solutions in Dubai, United Arab Emirates is an I T and Services opportunity for senior professionals experienced in contact center architecture, Genesys platforms, CRM integration, AI chatbot solutions, cloud deployment, cybersecurity compliance, and enterprise system integration. The role supports client-side technical governance by reviewing vendor designs, validating solution readiness, and ensuring the contact center platform is secure, scalable, compliant, and aligned with business and government technology standards.
Job Details
Country: United Arab Emirates
City: Dubai
Industry: I T and Services
Function: Systems Implementation/Integration
Salary: 22000-35000
Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Key Responsibilities
* Review and verify contact center solution architecture components submitted by vendors, ensuring technical accuracy and alignment with project requirements.
* Assess Genesys platform setup, multichannel enablement, routing design, agent workspace solutions, workforce management systems, and operational contact center tools.
* Validate CRM integration design, data flows, API requirements, interface specifications, and real-time data exchange between client and third-party systems.
* Review AI and NLP platform integration for chatbots, automation, virtual assistants, and customer experience improvements using platforms such as Kore.ai and OpenAI.
* Evaluate cloud deployment models across AWS, Azure, security zones, network architecture, high availability, disaster recovery, and business continuity requirements.
* Review customer experience journeys, service catalogue flows, knowledge base structures, agent processes, and supporting operational systems.
* Ensure integration designs meet security protocols, interoperability requirements, government standards, and enterprise architecture expectations.
* Support system integration testing, UAT validation, and technical readiness checks for all contact center integrations.
* Validate compliance with DESC Cybersecurity Framework, UAE data residency requirements, GDPR, and Dubai Digital architecture standards.
* Review non-functional requirements covering scalability, performance, availability, security, reliability, and operational resilience.
* Examine and comment on HLDs, LLDs, API documents, data flow diagrams, integration documents, and technical design outputs.
* Maintain traceability between business requirements, technical requirements, architecture decisions, and final design documentation.
* Document architecture risks, assumptions, compliance gaps, and mitigation actions for escalation and project governance.
* Represent the client as the technical expert during vendor workshops, design reviews, integration discussions, and solution governance meetings.
* Provide structured technical feedback to the Program Manager and escalate critical design, security, or compliance risks when required.
Ideal Profile
* Bachelor’s degree in Computer Science, Information Technology, Engineering, Telecommunications, or a related discipline.
* Strong experience in contact center technology, enterprise solution architecture, systems integration, or digital customer experience platforms.
* Hands-on understanding of Genesys platforms, CRM integration, multichannel contact center environments, API-based integration, and workflow automation.
* Good knowledge of AI, NLP, chatbot platforms, customer automation solutions, and regulated enterprise deployment requirements.
* Experience reviewing HLD, LLD, APIs, data flows, security architecture, cloud deployment models, and integration specifications.
* Strong understanding of AWS, Azure, network architecture, disaster recovery, high availability, cybersecurity controls, and cloud security zones.
* Familiarity with DESC Cybersecurity Framework, UAE data residency laws, GDPR, Dubai Digital standards, and government interoperability models.
* Ability to challenge vendor designs, identify technical risks, and translate complex architecture issues into clear executive-level updates.
* Strong communication skills for working with vendors, internal stakeholders, programme teams, architecture teams, security teams, and business users.
Skills Set
* Contact center architecture
* Genesys platform review
* Multichannel enablement
* CRM integration
* API integration
* Data flow validation
* AI and NLP platforms
* Kore.ai
* OpenAI solution integration
* Chatbot automation
* AWS cloud deployment
* Azure cloud deployment
* Security zones
* Network architecture
* Disaster recovery
* High availability
* Customer journey design
* Service catalogue review
* Knowledge base design
* HLD and LLD review
* Technical governance
* DESC Cybersecurity Framework
* UAE data residency
* GDPR compliance
* Dubai Digital architecture standards
* System integration testing
* UAT support
Why Join Us
* Opportunity to support a high-impact I T and Services contact center transformation project in Dubai, United Arab Emirates.
* Exposure to Genesys, CRM, cloud, AI automation, cybersecurity, integration governance, and enterprise customer experience platforms.
* Suitable for senior technical professionals who enjoy reviewing complex vendor designs and ensuring secure, scalable, compliant delivery.
* A strong full-time role for candidates with contact center architecture, cloud integration, AI platform, and government technology standards experience.
About the Company
Dicetek LLC is a Dubai-based technology, staffing, and professional services company supporting organizations across the UAE with experienced IT, business, finance, and project professionals. The company helps clients deliver enterprise technology solutions, digital transformation programmes, integration projects, and specialized workforce services across multiple sectors.
