Senior Director - Customer Solutions (Salesforce/Genesys)

DAMAC Group's CRM and Contact Centre platforms carry live customer operations — 800DAMAC inbound, telesales, collections, service. We need a Senior Director to own Salesforce, Genesys, and the AI agents now being built on top of them, including Agent-force.The RoleYou will own the CRM and Contact Centre strategy end-to-end — architecture, implementation, disaster recovery, and the AI agent roadmap. This is a platform-ownership role with real customer operations riding on it. What You Will OwnSalesforce (Sales, Service, Marketing Cloud) and Genesys Cloud CX strategy and deliverySystem architecture, data models, and API integrations across the customer platform stackPlatform resilience — failover, DR, business continuity with tested RTO/RPOAI agent roadmap — Agent force, virtual agents, intelligent routingVendor and SI partner management — Salesforce, Genesys, TATA, TCS, CognizantCenters of Excellence for Salesforce and GenesysWhat You Bring12+ years IT leadership, 5+ years Salesforce and Genesys programme leadershipAt least one end-to-end Salesforce implementation or transformation you personally ledDeep Salesforce and Genesys Cloud CX technical knowledgeEnterprise-scale CRM/CC platform experience — thousands of usersContact center DR, failover, and business continuity ownershipAI agent or automation roadmap ownership with measured FTE/cycle-time impactDubai-based. Immediate requirement.