About the Job:
The Program Manager will own and govern the Genesys Cloud transformation program across the bank, covering IVR, voice, digital, and omni-channel platforms. Key responsibilities include:
- Defining program vision, roadmap, funding model, milestones, and success metrics aligned to business strategy.
- Leading and coordinating multiple workstreams including technology, operations, risk, compliance, security, and vendors.
- Driving migration from Genesys on-premise platforms to Genesys Cloud with minimal customer and business disruption.
- Ensuring adherence to banking regulatory, audit, data privacy, and information security requirements.
- Managing senior stakeholders across Retail Banking, Operations, IT, Risk, Compliance, and Executive Management.
- Overseeing vendor, system integrator, and Genesys partner performance, including commercial governance.
- Governing testing, cutover, disaster recovery, operational readiness, and post-go-live stabilization.
- Providing executive-level reporting, steering committee updates, and regulator-ready documentation.
- Ensuring long-term scalability, resilience, and continuous optimization of the contact center platform.
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Required Skills & Experience:
- Bachelor’s degree in Engineering, Information Technology, Computer Science, or related discipline.
- 10+ years of experience delivering large-scale technology programs, preferably within banking or financial services.
- Proven leadership of IVR, Chat, and contact center transformation programs.
- Strong experience with Genesys platforms such as Genesys Engage or Genesys Cloud CX.
- Deep understanding of contact center technologies, IVR, call routing, and cloud architectures.
- Strong expertise in program governance, financial management, risk management, and executive communication.
Preferred Qualifications:
- PMP, PRINCE2, SAFe, or Agile certification.
- Experience delivering cloud migration programs in regulated industries.
- Strong understanding of BCP, DR, and operational resilience frameworks in banking.
Key Competencies:
- Strategic leadership and enterprise-level decision making.
- Risk-aware and compliance-focused mindset.
- Strong communication skills with C-suite, regulators, and senior stakeholders.
- Ability to manage complexity across large, multi-vendor transformation programs.
Location: Dubai, Dubai, United Arab Emirates
Work Conditions: Hybrid, Full-time
Language Requirements: (If applicable, please specify any required languages)
