Senior Lead, Contact Center Tech (Voice, Video & Chat) - Emiratised Role
Skills
About This Role
General Functional Responsibilities
- Provide visionary leadership to cross-functional technology teams, fostering a culture of innovation and agility.
- Continuously benchmark against industry best practices and emerging technologies to maintain competitive advantage.
- 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 on key scorecards indicators (KPIs) including Audit and RISK items.
Role Specific Responsibilities
- Lead the strategy, design, and delivery of all Contact Center Technology platforms including Voice Video and Chat
- Ensure seamless integration of Contact Center Technology Platform with core banking systems, digital channels, and customer data platforms.
- Oversee the modernization and transformation of legacy systems to cloud-native or hybrid architectures.
- Drive the implementation of omnichannel capabilities to enable consistent and personalized customer interactions.
- Collaborate with business units to define platform requirements, prioritize enhancements, and deliver value-driven solutions.
- Core competencies required (Exp Overall : 12+ Years, Banking 8+ Years):
- Customer Engagement Technology Expertise: Deep knowledge of contact center technologies.
- Omnichannel Integration: Ability to design and manage integrated customer journeys across physical and digital touchpoints.
- Platform Architecture & Scalability: Experience in building scalable, resilient, and secure Contact Center Technology.
- Vendor & Partner Management: Strong experience in managing third-party technology providers and service integrators.
- Leadership & Collaboration: Strong leadership, communication, and stakeholder management skills across business and IT functions.
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