Lead Solutions Consultant (CCaaS)

Role overview

Location

• The posting states Dubai, UAE; it does not specify an onsite, hybrid, or remote work arrangement.

Duration

• The engagement is initially 12 months and extendable.

Key responsibilities

• Understand customer business challenges, technical requirements, and transformation objectives.
• Lead discovery workshops, presentations, demonstrations, and proof-of-concept engagements.
• Design and position AI, automation, cloud contact centre, and customer engagement solutions.
• Advise on cloud architecture, integrations, APIs, data strategies, and digital transformation.
• Support strategic sales opportunities, RFPs, RFIs, and complex enterprise bids.
• Develop scalable, commercially viable solutions with executive, business, and technical stakeholders.
• Coordinate solution alignment with international consulting, engineering, and product teams.
• Provide technical and commercial guidance during customer decision-making.

Requirements

• 8+ years in a customer-facing solutions role such as Solutions Consultant, Presales Consultant, Sales Engineer, Solutions Architect, or Technical Consultant.
• Extensive CCaaS experience, or a combination of CX and UCaaS experience.
• Experience presenting complex technical solutions to business and technical audiences.
• Knowledge of AI, automation, cloud platforms, APIs, integrations, and digital transformation.
• Ability to engage senior stakeholders and decision-makers.
• Fluent English communication skills; Arabic is highly advantageous.
• Experience with Genesys, NICE, Avaya, Cisco, Amazon Connect, Five9, or similar platforms is advantageous.
• Ability to work in a fast-paced, customer-focused environment.

Desirable solution areas

• Exposure to CCaaS, CX, UCaaS, conversational AI and virtual agents, generative AI and agentic AI, omnichannel engagement, workforce engagement management, cloud contact centres, or enterprise software is desirable.