# Contact Center Transformation Architect /SME — Recfront

Canonical: https://jobxdubai.com/jobs/li-4460454477-contact-center-transformation-architect-sme
Location: Dubai, UAE
Type: contract · Level: senior
Monthly salary: AED 25,000 to 40,000 per month (estimated, not employer-stated) (UAE salaries are tax-free)
Posted: 2026-09-03
Apply: https://www.linkedin.com/jobs/view/contact-center-transformation-architect-sme-at-recfront-4460454477?_l=en

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## Description

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 akanksha.priya@recfront.com for a confidential discussion.

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## Requirements

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.

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