Senior Lead, Contact Center Tech (Voice, Video & Chat) - Emiratised Role
Key Skills for This Role
Full Job Posting
General responsibilities
- Provide visionary leadership to cross-functional technology teams and foster a culture of innovation and agility.
- Benchmark against industry best practices and emerging technologies.
- Ensure robust IT governance, risk management, and compliance with internal and external regulations.
- Foster collaboration with enterprise architecture, security, infrastructure, and other IT domains.
- Track and report KPI scorecard indicators, including audit and risk items.
Role-specific responsibilities
- Lead strategy, design, and delivery of contact center technology platforms for voice, video, and chat.
- Ensure platform integration with core banking systems, digital channels, and customer data platforms.
- Oversee modernization of legacy systems to cloud-native or hybrid architectures.
- Drive omnichannel capabilities for consistent and personalized customer interactions.
- Collaborate with business units to define platform requirements, prioritize enhancements, and deliver value-driven solutions.
Experience and competencies
- 12+ years of overall experience and 8+ years of banking experience.
- Deep knowledge of contact center technologies.
- Ability to design and manage integrated customer journeys across physical and digital touchpoints.
- Experience building scalable, resilient, and secure contact center technology.
- Strong experience managing third-party technology providers and service integrators.
- Strong leadership, communication, and stakeholder management across business and IT functions.
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