Technical Requirements

Genesys platform setup and multichannel enablement

CRM integration and data flows

AI/NLP platforms (KoreAi, OpenAI) for chatbots, automation, and others

Cloud deployment (AWS, Azure) and security zones

Network architecture, disaster recovery, and high availability

CX and user journey , service catalogue, knowledge base ..etc

Agents lapryo solutions ma systems, workforce managing and so

Ensure the Contact Center solution is designed for seamless integration with all relevant client and third-party systems.

Work closely with vendors and internal teams to define and validate integration requirements, data flows, and interface specifications.

Ensure integration designs support real-time data exchange, security protocols, and adherence to government interoperability standards.

Support validation and testing of all integrations during system integration and UAT phases.

Ensure all designs comply with DESC Cybersecurity Framework, UAE data residency laws, GDPR, and the Dubai Digital architecture model.

Validate non-functional requirements (scalability, performance, availability).

Review and comment on technical design documents (HLD, LLD, APIs, data flows).

Ensure traceability of business and technical requirements in all design outputs.

Document architecture risks, assumptions, and required mitigation actions.

Escalate critical risks or non-compliance issues the Program Manager.

Provide structured feedback and contribute overall project technical governance