About the Role
This position involves providing visionary leadership across cross-functional technology teams to foster a culture of innovation and agility. You will continuously benchmark against industry best practices and emerging technologies to maintain a competitive advantage while ensuring robust IT governance, risk management, and compliance with regulations. Collaboration with enterprise architecture, security, infrastructure, and other IT domains is crucial, alongside tracking and reporting on key performance indicators (KPIs) including audit and risk items.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
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.
Core Competencies Required
- 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.
Experience Requirements
- Overall Experience: 12+ years
- Banking Experience: 8+ years
Benefits
- Unique career choices with opportunities to innovate and craft future solutions.
- A performance-based culture that supports personal expression and unleashes potential.
- A range of learning and development initiatives to support career growth through training and skill development.
- Structured plans for recruitment and career progression, particularly for Emirati talent, enabling significant contributions to the financial and banking sector.
Join us to be a part of shaping the future of banking and improving customer experiences through advanced technology.
