Summary
First Abu Dhabi Bank is seeking a Senior Lead to direct the strategy, design, and delivery of its contact center technology platforms across voice, video, and chat. The role covers platform integration with core banking systems, digital channels, and customer data platforms, as well as legacy modernization and omnichannel capabilities. Candidates should have 12 or more years of overall experience, including at least 8 years in banking, with expertise in contact center technology, platform architecture, vendor management, and leadership. The position is in Abu Dhabi and is marked as Emiratised.
The posting
As published on bankfab.com. Pulled from the employer's site and shown as they wrote it.
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.