Omnichannel & Customer Experience (CX) Architect in Dubai

Dicetek LLC, a prominent player in technology solutions and consulting, is actively seeking to hire an Omnichannel & Customer Experience (CX) Architect to be based in its Dubai, United Arab Emirates office. This position represents a key opportunity for ambitious professionals to join a dynamic team and shape the future of customer interactions within the fast-paced business hub of Dubai.

Job Overview

The Omnichannel & CX Architect will be responsible for leading the design, planning, and implementation of seamless and integrated customer experience (CX) strategies across all digital and physical channels. The core objective is to create a unified and coherent customer journey, where customers transition effortlessly between platforms such as websites, mobile apps, social media, point-of-sale, and contact centers, while enjoying a consistent and personalized experience.

Key Responsibilities & Duties

• Design Omnichannel CX Strategy: Develop a comprehensive architectural framework for customer experience that outlines touchpoints, workflows, and the necessary technology integrations to achieve a seamless journey.
• Customer Journey Analysis: Map detailed current-state and future-state customer journeys across all channels to identify improvement opportunities and pain points.
• Lead Digital Transformation: Work closely with product, marketing, and technology teams to translate business requirements into actionable technical solutions that enhance CX.
• Platform Selection & Integration: Evaluate and select appropriate IT tools and platforms (e.g., CRM systems, engagement platforms, analytics tools) and ensure their effective integration.
• Governance & Quality Assurance: Establish standards and quality assurance frameworks to continuously measure and improve the performance of CX initiatives.
• Stakeholder Collaboration: Act as a liaison between various departments (business, technical, design) to ensure all initiatives are aligned with the overarching CX strategy.
• Research & Thought Leadership: Stay abreast of the latest CX trends, emerging technologies, and industry best practices.

Required Qualifications & Skills

• A Bachelor’s degree in a relevant field such as Computer Engineering, Information Systems, Business Administration, or a similar discipline. A Master’s degree is a plus.
• Proven professional experience of 5-7 years in customer experience, service design, or application architecture roles, with a strong focus on Omnichannel solutions.
• Deep understanding of User Experience (UX) and User Interface (UI) design principles and customer research methodologies.
• Strong technical knowledge of common CRM systems (e.g., Salesforce, Microsoft Dynamics), engagement platforms, analytics tools, and integration concepts (APIs, web services).
• Excellent analytical and problem-solving skills with the ability to interpret complex data and make data-driven decisions.
• Outstanding communication and presentation skills, with the ability to explain complex concepts to both technical and non-technical audiences.
• Ability to manage multiple projects in a fast-paced environment.
• Familiarity with the business and technology landscape in the Middle East, particularly the UAE, is a significant advantage.

What the Company Offers

Joining Dicetek LLC in Dubai means working at a global center of innovation. While specific compensation package details are not listed, roles at this level in Dubai typically come with competitive benefits including an attractive salary, comprehensive health insurance, and performance-related incentives. The successful candidate will have the opportunity to work on high-profile projects with diverse clients in a city that is a primary driver of digital transformation in the region.

How to Apply

Applications for this position are processed through the Naukrigulf platform. Please search for the job listing titled "Omnichannel & Customer Experience (CX) Architect" at Dicetek LLC in Dubai. Ensure your Curriculum Vitae (CV) is updated to highlight relevant experience and projects related to designing and implementing omnichannel CX strategies. Include a cover letter explaining your motivation for joining Dicetek LLC and how your skills can add value to this critical role.