Contact Center Technical Solutions Expert
About This Role
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.
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