Senior IT Infrastructure & Network Architect - Contact Center

About the role

A full-time Senior IT Infrastructure & Network Architect is sought to lead the design, integration, security and operational reliability of IT infrastructure across multiple contact center locations. The role covers enterprise networks, on-premises servers, network security and voice connectivity, ensuring resilient site-to-site connectivity and leading infrastructure modernization. It reports to the General Manager / BPO Section Head.

Key responsibilities

• Design and maintain 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 shared applications and services.
• Manage enterprise LAN/WAN, routing, switching, firewalls, VPNs, SBCs and SIP trunks.
• Oversee on-premises server rooms and data centers, including servers, storage, equipment lifecycle, capacity planning, environmental monitoring and physical access.
• Define and implement network and information security controls, including firewall policies, intrusion prevention, secure remote access and endpoint protection.
• Lead the integration of contact center solutions (CRM, ACD, IVR, WFM, QMS) and manage voice connectivity, SIP trunking and call routing with telecom providers and vendors.
• Monitor availability, performance and capacity, resolve complex incidents and improve service reliability.
• Develop, maintain and test disaster recovery, backup and business continuity plans.
• Provide technical guidance to IT Support Engineers and coordinate escalated infrastructure and telephony issues.
• Identify and deliver infrastructure upgrades, manage vendor relationships, contribute to procurement and monitor SLAs.
• Maintain architecture diagrams, documentation, configuration records and procedures.

Required profile

• Bachelor's degree in Information Technology, Computer Science, Network Engineering or a related field.
• At least 7 years of experience in IT infrastructure, network engineering or infrastructure architecture, with significant exposure to BPO or contact center environments.
• Strong hands-on expertise in enterprise LAN/WAN, routing, switching, firewalls, VPNs and network security.
• Experience with SIP trunking, SBCs, voice connectivity and telephony integration across multiple sites.
• Experience managing on-premises servers, storage, server rooms and data centers, and integrating contact center applications with network, telephony and security infrastructure.
• Knowledge of high availability, capacity planning, backup, disaster recovery and business continuity; understanding of information security frameworks, with ISO 27001 familiarity an advantage.
• Relevant certifications such as CCNP, CCNA or CISSP strongly preferred; excellent English, Arabic an advantage.

Required skills

• Enterprise networking, routing, switching, firewalls, VPNs and network security
• SIP trunking, SBCs, VoIP and telephony integration
• Data center operations, high availability and disaster recovery
• Systems integration and vendor management