The Senior Lead – Contact Center Technology is responsible for the strategic leadership, development, and operational excellence of all customer-facing engagement technologies across the company. This includes Voice, Video, and Chat with AI capabilities. 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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Job 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 the 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.
Requirements
- 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.
