Principal Lead, Engagement Platforms - Emiratised Role

This position is for a Principal Lead – Engagement Platforms, responsible for the strategic leadership, development, and operational excellence of all customer-facing engagement technologies across the company. This includes CRM systems, contact center platforms (voice, chat, video), public websites, and self-service banking channels such as ATMs and CDMs. The role ensures these platforms deliver seamless, secure, and consistent customer experiences while supporting business growth, operational efficiency, and digital transformation.

Role specific responsibilities:

• Lead the strategy, design, and delivery of all engagement platforms including CRM, contact center systems (voice/chat/video), public websites, and ATM/CDM networks.
• Ensure seamless integration of engagement platforms 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: 15+ Years, Banking 10+ Years):

• Customer Engagement Technology Expertise: Deep knowledge of CRM systems, contact center technologies, and digital engagement tools.
• 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 engagement platforms.
• 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.

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 scorecard indicators (KPIs) including Audit and RISK items.