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Experience
3 - 7 Years
Job Location
Education
Bachelors in Computer Application(Computers)
Nationality
Any Nationality
Gender
Any
Vacancy
1 Vacancy
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
Department / Functional Area
Keywords
- Contact Center Technical Solutions Expert
- Contact Center Technology Specialist
- Contact Center Technology Consultant
- Contact Center Support Engineer
- Contact Center Systems Analyst
- Contact Center Technical Lead
Dicetek LLC
Dicetek is a global IT Solutions and Services Company established in 2006 with its corporate headquarters in Singapore. We continue to expand our global network while providing value-added cost-effective consulting services to our clients. DICETEK has operational offices in India, UAE, Singapore & USA. As a world-class company with a regional focus, we primarily concentrate on providing Information Technology Solutions and Professional Consulting Services, across different verticals like Banking & Financial Services, Telecom, Government, Oil & Gas, Logistics, Supply Chain, Real Estate & Manufacturing. We have a solid reputation in the technology industry for providing excellent services to our clients. Our values are represented by our integrity, thought leadership, and commitment to maintaining a high-level of excellence in the constantly evolving world of Information Technology.
Read MoreM R Khan - Manager
Office No. 307 - 3rd Floor, New Century Tower, Port Saeed Road,Opp. Deira City Centre, Dubai - United Arab Emirates., Dubai, United Arab Emirates (UAE)