Head of Agentic Platforms - Corporate Services

About the role

Al-Futtaim, a diversified private group based in Dubai with operations in more than 20 countries, is looking for a Head of Agentic Platforms for its Corporate Services business. The role leads the design and implementation of scalable, secure and adaptive customer engagement solutions across voice, chat, social and digital channels, working closely with the GTDP Architecture team to choose the right technologies.

Key responsibilities

• Design and implement multi-region, multi-channel engagement solutions on Genesys Cloud, integrating voice, chat, social and digital channels
• Integrate voice platforms enabled by GenAI/Agentic frameworks and build intelligent voice and digital interactions with LLM-powered virtual agents, including speech-to-text and text-to-speech
• Use real-time transcription and RAG for contextual, human-like customer experiences
• Deliver end-to-end integration with Genesys Cloud, Voice Bots and enterprise data platforms, ensuring scalability, resilience and low latency
• Lead AI components from proof of concept to production, monitoring, retraining and managing them under Azure AI governance
• Work with architects and data teams on Azure-native microservices and streaming data pipelines
• Embed Azure AI governance, data privacy, security and regional data protection standards in all solutions
• Define success metrics such as containment rate and ROI, and document solution designs to promote component reuse

Required profile

• 15+ years in IT, with at least 5 years in a managerial role in the Agentic domain
• Bachelor's degree in computer science or a related field; Azure AI Engineer certification preferred
• Proven track record in managing multi-channel, AI-powered customer engagement solutions
• Excellent communication and stakeholder management skills

Required skills

• Azure OpenAI, LLMs and agentic systems for conversational AI
• Hands-on experience with Microsoft Azure, Gen-AI/Agentic frameworks, microservices and cloud-native platforms
• Experience in AI solution design, data pipelines, model lifecycle management and AIOps
• API-led integrations and scalable, resilient system design