Contact Center Transformation Architect /SME

Contact Centre Transformation Architect / SME Location: Dubai, UAE | Onsite Contract: 6 Months Engagement: Contract About Recfront Recfront Talent Advisory is a global executive search and talent advisory firm with a presence across Canada, the UAE, India and the US. We partner with leading technology, consulting, healthcare and global enterprises to identify high-impact leadership and specialist talent for complex transformation initiatives. About the Client Our client is a globally recognized technology, consulting and professional services organization, working with some of the world's largest enterprises on large-scale digital, customer experience and technology transformations. Due to the confidential nature of the engagement, the client name will be disclosed to shortlisted candidates. The Opportunity We are looking for a Contact Centre Transformation Architect / SME to lead the architecture and transformation agenda for a major enterprise contact centre modernization program. This is a senior-level role requiring a combination of CX transformation expertise, enterprise architecture, AI/LLM knowledge and strong stakeholder leadership. The successful candidate will act as a design authority, providing strategic direction across business, customer experience and technology teams. Key Responsibilities: Solution Architecture & Integration • Own the end-to-end High-Level Design (HLD) and solution architecture for Genesys Cloud, Kore.ai, ServiceNow and associated integrations. • Design integrations across LLM/AI platforms, client IDP/CDP, CRM, SAP and backend business systems. • Develop customer journey maps, process flows, sequence diagrams and solution architecture for both voice and digital channels. • Define Genesys Cloud integration patterns including Audio Connector, Open Messaging, APIs/Data Actions and ServiceNow Softphone Connector. • Define Kore.ai and LLM integration flows, including bot interactions, context transfer, orchestration and agent handoff. • Define integration approaches with enterprise backend systems including SAP, CRM and other business applications. • Document API/interface requirements, authentication mechanisms, data flows, dependencies, exception handling and technical considerations. • Work closely with Genesys, Kore.ai, ServiceNow and client technology teams to establish clear integration ownership and technical design. • Support implementation, testing, troubleshooting and resolution of complex end-to-end integration issues. Contact Centre Transformation & CX Leadership • Act as a Contact Centre Transformation SME, providing strategic advisory across large-scale CX transformation programs. • Bring industry best practices and experience in designing and delivering complex contact centre transformations. • Lead the design of an AI-first customer experience (CX) strategy, advising on how AI, automation and intelligent orchestration can be effectively implemented. • Serve as the CX, business and technical design authority, ensuring the solution aligns with business objectives, customer experience goals and technology best practices. • Provide strategic steering to maximize business value, identify risks and resolve complex transformation challenges. • Set the overall technical and transformation direction of the program. • Engage with senior executives and stakeholders to ensure alignment across business, technology, product and implementation teams. What We're Looking For • Extensive experience in Contact Centre Transformation, CX Transformation or Enterprise Contact Centre Architecture. • Strong hands-on architecture experience with Genesys Cloud. • Experience with Kore.ai and conversational AI/LLM integrations. • Strong understanding of ServiceNow, CRM and enterprise backend integrations. • Experience designing AI-first customer experience solutions. • Strong understanding of APIs, integration architecture, authentication, data flows and enterprise systems. • Experience working across voice and digital customer engagement channels. • Demonstrated experience leading large-scale enterprise CX/contact centre transformation programs. • Strong consulting and stakeholder management skills, with the ability to engage confidently with C-suite and senior technology/business leadership. • Ability to operate as both a strategic advisor and technical design authority. • Experience working with global technology vendors and enterprise implementation teams. Please apply directly or reach out to [email protected] for a confidential discussion. Show more Show less

Extensive experience in Contact Centre Transformation, CX Transformation or Enterprise Contact Centre Architecture. Strong hands-on architecture experience with Genesys Cloud. Experience with Kore.ai and conversational AI/LLM integrations. Strong understanding of ServiceNow, CRM and enterprise backend integrations. Experience designing AI-first customer experience solutions. Strong understanding of APIs, integration architecture, authentication, data flows and enterprise systems. Experience working across voice and digital customer engagement channels. Demonstrated experience leading large-scale enterprise CX/contact centre transformation programs. Strong consulting and stakeholder management skills, with the ability to engage confidently with C-suite and senior technology/business leadership. Ability to operate as both a strategic advisor and technical design authority. Experience working with global technology vendors and enterprise implementation teams.

Own the end-to-end High-Level Design (HLD) and solution architecture for Genesys Cloud, Kore.ai, ServiceNow and associated integrations. Design integrations across LLM/AI platforms, client IDP/CDP, CRM, SAP and backend business systems. Develop customer journey maps, process flows, sequence diagrams and solution architecture for both voice and digital channels. Define Genesys Cloud integration patterns including Audio Connector, Open Messaging, APIs/Data Actions and ServiceNow Softphone Connector. Define Kore.ai and LLM integration flows, including bot interactions, context transfer, orchestration and agent handoff. Define integration approaches with enterprise backend systems including SAP, CRM and other business applications. Document API/interface requirements, authentication mechanisms, data flows, dependencies, exception handling and technical considerations. Work closely with Genesys, Kore.ai, ServiceNow and client technology teams to establish clear integration ownership and technical design. Support implementation, testing, troubleshooting and resolution of complex end-to-end integration issues. Act as a Contact Centre Transformation SME, providing strategic advisory across large-scale CX transformation programs. Bring industry best practices and experience in designing and delivering complex contact centre transformations. Lead the design of an AI-first customer experience (CX) strategy, advising on how AI, automation and intelligent orchestration can be effectively implemented. Serve as the CX, business and technical design authority, ensuring the solution aligns with business objectives, customer experience goals and technology best practices. Provide strategic steering to maximize business value, identify risks and resolve complex transformation challenges. Set the overall technical and transformation direction of the program. Engage with senior executives and stakeholders to ensure alignment across business, technology, product and implementation teams.