We are seeking a Technical Implementation Speicalist – Contact Centers, to join our growing BPO organization. This pivotal role will be responsible for the end-to-end implementation of Contact Center as a Service (CCaaS) solutions—including pure cloud-based, private cloud and on-premises solutions—and will act as a bridge between internal and external technical teams, support presales team and customer operations. The ideal candidate has hands-on experience with platforms like Genesys, Nice, Five9, Avaya, or similar, and has led multiple enterprise-level contact centers deployments. 

Key Responsibilities 

• Lead and perform implementation, configuration, and integration of CCaaS platforms (Genesys, NICE, Five9, Cisco etc.), private cloud contact center platforms and on-premises omni channel contact center platforms. 

• Work with customers to detail deployment architecture, call flows, routing strategies, IVR, and reporting dashboards. 

• Customize and optimize systems to meet customer operational requirements. 

• Collaborate with internal teams and vendor teams to implement and deliver the solution. 

• Create technical specifications documents based on sales cycles agreements. 

• Support pre-sales team in RFP responses if needed. 

• Act as a technical advisor and trusted consultant to clients. 

• Conduct user trainings, and optimization workshops. 

• Provide effort estimates on delivery of requirements and any customizations. 

• 5–7+ years in contact center solution implementation, deployment, design, , or consulting 

• Proven experience with Genesys Cloud, Cisco, Avaya or similar CCaaS or on-premise platforms.  

• Strong understanding of SIP, VoIP, IVR, ACD, CTI, and telephony infrastructure. 

• Strong understanding of digital and social channels. 

• Ability to design, implement and optimize call flows and routing logic 

• Experience integrating CCaaS with external systems including CRMs, databases, and ticketing systems using variant technologies ranging from APIs to JS. 

• Familiar with security and data protection best practices in cloud environments. 

• Experience in integrating enterprise systems with generative AI platforms to enhance automation and customer interactions 

• Fluent in English and Arabic is a plus.