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.
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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.
