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Senior Director - Customer Solutions (Salesforce/Genesys)
Full-time
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
