Job Description
Company Overview
Al-Futtaim Group, established in the 1930s, is a leading diversified business headquartered in Dubai, UAE. Operating in five key divisions—automotive, financial services, real estate, retail, and healthcare—Al-Futtaim Group employs over 35,000 people across more than 20 countries. The Group partners with over 200 of the world's most respected brands and continues to grow by staying committed to customer satisfaction and innovation.
Role Overview
Job Title: Technical Manager - Genesys
Job Requisition ID: 162892
The Technical Manager will lead a team of Genesys engineers for Al Futtaim Technologies, handling both Genesys Engage and Genesys Cloud solutions. This role requires managing the migration of customers from Genesys Engage to Genesys Cloud while ensuring seamless project delivery, service management, and customer satisfaction.
Responsibilities
Project Delivery
- Install, test, and commission Genesys contact center solutions at customer sites as per project plans.
- Ensure project timelines, scope, cost, and quality are met at customer sites.
- Provide Level 3 support for problem analysis and resolution to meet SLA timelines and achieve first-time resolution targets.
- Lead solution delivery activities for specific projects, coordinating onsite project activities.
- Serve as the lead technical resource and assist Project Managers in large projects.
- Architect Genesys solutions, assist in presales, and perform proof of concepts (POC).
Service Delivery
- Act as the primary service interface with clients, stakeholders, and management.
- Ensure customer satisfaction through 24x7 support.
Project Quality Management
- Ensure all assigned projects meet quality standards as defined by project briefs, leading to the receipt of Completion Certificates.
Administrative & Coordination Support
- Manage documentation and day-to-day activities to meet required standards.
- Assist in preparing, coordinating, and updating business reports.
- Collaborate with other departments and senior managers, providing necessary support.
- Manage, train, and motivate department staff, focusing on improving presentation techniques to third parties.
- Employ and supervise internal and external resources.
Required Skills & Experience
Technical Skills
- Expert in Genesys Cloud, including Inbound, Outbound, chat, email, WhatsApp, AI Chatbot, Conversational AI, Google Dialog Flow, and IVR.
- Expert in Genesys Engage, including SIP, Multimedia Routing, Inbound and Outbound implementation, Voice Platform 8.x, Routing Development, Call Center Reporting, Interaction Recording, and troubleshooting.
Software Development Skills
- Proficient in ASP .Net development, Platform SDK customizations, web services development in C++/Java, and IVR flow design.
Integration Experience
- Experience with Avaya, Cisco, Alcatel OXE, Dialogic, Microsoft CRM, and Nuance Real Speak.
- Implemented Genesys on both Windows and Linux platforms.
Qualifications
- Engineering degree in IT/Computer Science or equivalent.
- PMP Certification.
- ITIL v4.0.
- Genesys Certified Professional Cloud.
- Genesys Certified Professional (minimum 3 modules of Genesys Engage).
Experience
- Minimum 9 years of experience in Genesys Contact Center Solutions installation and maintenance (Engage, Cloud, and migration).
- Minimum 3 years of experience leading solution delivery activities at customer sites.
- Minimum 3 years of experience leading teams of Genesys consultants.
- Minimum 3 years of experience in Contact Center-related software development.
About Al-Futtaim Engineering & Technologies
Al-Futtaim Engineering & Technologies offers comprehensive engineering and systems integration solutions across the UAE, Qatar, Saudi Arabia, and Egypt. The Technologies division provides a range of business solutions, including contact center solutions, business applications, data management, and IT infrastructure
