AF22165 - Technical Manager - Genesys Solutions | Al Futtaim Technologies | Dubai, U.A.E.

Department: Technologies
Country: United Arab Emirates
Location: Dubai | UAE
Closing Date: 13-Jan-2016

Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates.

Al-Futtaim employs in excess of 44,000 people, operates through more than 200 companies and represents more than 225 international brands across industries as diverse as retail and wholesale trading, distribution, real estate development, leisure and hospitality, insurance and financial services. The group has significantly expanded its business operations in recent years through a strategic acquisition plan and has entered a number of new territories, increasing its footprint beyond the GCC and Greater Middle East to encompass Africa, South East and North Asia, Australasia, East Africa and Europe.

Entrepreneurship and rigorous customer focus has enabled Al-Futtaim to grow its business by responding to the changing needs of the customers and societies in which it operates. Al-Futtaim is committed to offering customers an unrivalled choice of the world’s best brands with exceptional standards of customer service and after sales support.

Structured into four operational divisions; automotive, financial services, real estate and retail, Al-Futtaim maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. This benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work.

The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector.


Al Futtaim Technologies is one of the leading Systems Integrator in Middle East and Lower Gulf, with offices in UAE, Qatar, KSA and Pakistan. Founded more than 2-decades ago the company has transformed multidimensional from being a basic IT service provider to be an major ICT player servicing the customers in the area of IP Telephony, Data Networking, Contact Center, Business Applications, Infrastructure, professional audio visual, Public Address, IPCCTV, Access Control, IPTV, SMATV and Parking Management solutions. Yet another transformation took place in 2010 when company created 'Energy Management' SBU as a response to the growing need for technologically advanced solutions to effectively manage energy whilst making energy conservation affordable and easy.

Al Futtaim Technologies possesses the breadth of experience, the pool of expertise and the financial backing to assume a leading role (as vendor) in a complex and challenging customer environment. We aim to differentiate ourselves on the basis of accomplishment; best practices an unparalleled level of customer service. Al Futtaim Technologies executes its business strategy by integrating broad knowledge and experience in 'ICT & ELV' consulting, designing the solution mapping with best breed of products, project management and after sales support. This allows Al Futtaim Technologies to consistently deliver efficient, quality driven solutions and services to its customer and ensures it delivers services with optimal efficiency. Acknowledged as the UAE market leader in converged systems integration; the rich experience of multiple systems knowledge and skills we are poised to deliver complete energy efficient solutions to our customers. Al Futtaim Technologies is backed by Al Futtaim Group that has achieved satisfying results with almost every business unit with more than expected growth. The reason for significant growth is 'Customer Focus' a key mantra across all business units. We believe in the dedication towards providing highest of services has yielded in well-known customer referrals and retention.

Al-Futtaim Technologies

Al-Futtaim Technologies, as both system integrator and business solution provider, boasts a highly skilled and professional workforce with many years of coMDined experience. Our strengths encompass our people, world-class products and services that we offer. These products range from Alcatel-Lucent Voice and Data Solutions to Panasonic Audio-Visual &Broadcasting Solutions, Microsoft Business Solutions to HP Servers and Storage amongst others. Our services include consulting, design and deployment of infrastructure, voice and data solutions, audio-visual solutions and business applications.

About the Position:

The Genesys trained Technical Manager will lead the technical engineer team of Genesys Engineers for Contact centre business of Al Futtaim Technologies in UAE, Qatar and other emerging markets as per company demands.

Your key accountabilities will include: Installation, Testing & commissioning of Genesys contact center solution at the customer sites as per agreed project plan; ensuring the committed time lines are met for the projects at customer sites within the agreed scope, cost and quality; providing Level3 support for problem Analysis and resolution to the problems at customer site to meet the SLA timelines and first time resolution target; leading the solution delivery activity when deputed as responsible for service delivery of specific project; working as Lead Technical resource and assists Project Manager in large projects; taking responsibility of team working on site and coordinate day to day project activities onsite.

About You:

You should be a Graduate Engineer in IT / Computer science and a Genesys Certified Professional (minimum 3 modules) with minimum 9 years of experience in installation and maintenance of Genesys Contract Center Solutions and minimum 3 years of experience in leading the solution delivery activity at customer site; leading the team of Genesys consultants and Contact Center related Software Development

Technical Skills:

Expert level of technical Skills in

  • Genesys SIP
  • Genesys Solution Design and Implementation Skills
  • Genesys Multimedia (E-Mail, Chat) Routing
  • Genesys Inbound, Outbound Implementation
  • Genesys Voice Platform 7.x and 8.x
  • Genesys Routing Development (IRD & SCXML)
  • Genesys Call Center Reporting ( Infomart, Call Center Analyzer)
  • Genesys Interaction Recording & QM
  • Trouble Shooting Genesys solutions and Production Issues

Software Development Skills in

  • ASP .Net Development
  • Platform SDK Customizations
  • Web Services Development in C++/Java
  • IVR Flow Design and Development

Integration Experience Consists Of

  • Avaya, Cisco, Alcatel OXE, Dialogic, Microsoft CRM
  • Nuance Real Speak

Implemented Genesys in Windows and Linux Platforms

Note: you will be required to attach the following: 1. Resume/CV
2. Passport-size photograph
Al-Futtaim offers highly engaging and supportive work environments in a culture that values, recognises and rewards quality performance.