Senior IT Infrastructure & Network Architect – Contact Center

Senior IT Infrastructure & Network Architect – Contact Center

Location: UAEEmployment Type: Full-time

Department: Contact Center Operations / BPO DeliveryReporting to: General Manager / BPO Section HeadRole OverviewWe are seeking an experienced Senior IT Infrastructure & Network Architect to lead the design, integration, security, and operational reliability of IT infrastructure across multiple contact center locations.The role combines technical architecture with hands-on infrastructure oversight, covering enterprise networks, on-premises servers, network security, and voice connectivity.

The successful candidate will ensure resilient connectivity between sites, support the integration of contact center platforms, and lead infrastructure modernization initiatives.Key ResponsibilitiesDesign and maintain the end-to-end IT infrastructure architecture across contact center sites, covering networking, servers, telephony, and security.Establish secure, resilient connectivity between Al Ain, Hatta, and future locations, supporting reliable access to shared applications and services.Manage enterprise LAN/WAN infrastructure, routing, switching, firewalls, VPNs, Session Border Controllers (SBCs), and SIP trunks.Oversee on-premises server rooms and data center infrastructure, including servers, storage, equipment lifecycle, capacity planning, environmental monitoring, and physical access controls.Define and implement network and information security controls, including firewall policies, intrusion prevention, secure remote access, and endpoint protection.Lead the technical evaluation and integration of contact center solutions, including Customer Relationship Management (CRM), Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Workforce Management (WFM), and Quality Management Systems (QMS).Manage voice connectivity, SIP trunking, call routing, and telephony integration in coordination with telecom providers and solution vendors.Monitor infrastructure availability, performance, and capacity; resolve complex incidents and implement improvements to reduce service interruptions.Develop, maintain, and test disaster recovery, backup, and infrastructure business continuity plans.Ensure infrastructure designs and operational practices meet applicable information security standards, organizational policies, and government or regulatory requirements.Provide technical guidance to IT Support Engineers and coordinate the resolution of escalated infrastructure, connectivity, and telephony issues.Identify and deliver infrastructure upgrades and modernization initiatives that improve operational efficiency, scalability, and security.Manage technical vendor relationships, contribute to procurement evaluations, and monitor service delivery against agreed SLAs.Maintain architecture diagrams, infrastructure documentation, configuration records, and operational procedures.Qualifications & ExperienceBachelor’s degree in Information Technology, Computer Science, Network Engineering, or a related discipline.At least 7 years of relevant experience in IT infrastructure, network engineering, or infrastructure solution architecture, with significant exposure to BPO or contact center environments.Strong hands-on expertise in enterprise LAN/WAN networking, routing, switching, firewalls, VPNs, and network security.Proven experience with SIP trunking, SBCs, voice connectivity, and telephony integration across multiple contact center sites.Experience managing on-premises servers, storage, server rooms, and data center infrastructure.Experience integrating contact center applications with network, telephony, and security infrastructure.Strong knowledge of high availability, capacity planning, backup, disaster recovery, and business continuity.Understanding of information security frameworks and practices; familiarity with ISO 27001 is an advantage.Relevant networking or security certifications, such as CCNP, CCNA, CISSP, or equivalent vendor certifications, are strongly preferred.Strong troubleshooting, technical documentation, vendor coordination, and stakeholder management skills.Excellent written and spoken English; Arabic is an advantage.Core SkillsIT Infrastructure Architecture / Enterprise Networking / Network Security / Contact Center Technology / SIP Trunking & SBCs / VoIP & Telephony / Data Center Operations / High Availability & Disaster Recovery / Systems Integration / Vendor Management