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 Role

You 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 Own

• Salesforce (Sales, Service, Marketing Cloud) and Genesys Cloud CX strategy and delivery
• System architecture, data models, and API integrations across the customer platform stack
• Platform resilience — failover, DR, business continuity with tested RTO/RPO
• AI agent roadmap — Agent force, virtual agents, intelligent routing
• Vendor and SI partner management — Salesforce, Genesys, TATA, TCS, Cognizant
• Centers of Excellence for Salesforce and Genesys

What You Bring

• 12+ years IT leadership, 5+ years Salesforce and Genesys programme leadership
• At least one end-to-end Salesforce implementation or transformation you personally led
• Deep Salesforce and Genesys Cloud CX technical knowledge
• Enterprise-scale CRM/CC platform experience — thousands of users
• Contact center DR, failover, and business continuity ownership
• AI agent or automation roadmap ownership with measured FTE/cycle-time impact

Dubai-based. Immediate requirement.