AI-Driven Call Center & CX Leader

Digital X - Owned By Digital Dewa Single Owner Com; Dubai; On-site; AED 260,000 - 450,000; Full time

Job summary

Digital X - Owned By Digital Dewa Single Owner Com is seeking a senior leader to manage end-to-end contact center operations in the UAE. You will drive customer experience strategies, oversee AI-powered CX initiatives, and ensure compliance with CBUAE standards across voice, email, and live chat channels.

The role requires deep expertise in CRM platforms, CX metrics, and AI applications, with a track record of transforming customer journeys through data-driven decisions and technology enablement.

Qualifications

• Bachelor’s degree in related field.
• 8–15+ years in call centre management with CX focus.
• Strong CRM and CS platforms experience.
• Knowledge of CBUAE regulations.
• Experience with AI solutions in CX.

Responsibilities

• Oversee end-to-end contact center operations across voice, email, and live chat.
• Lead customer experience strategies and service excellence initiatives.
• Implement AI-powered CX solutions and CRM integrations.
• Ensure compliance with CBUAE regulations and service standards.
• Monitor KPIs like SLA, CSAT, NPS, FCR, and Quality Scores.
• Drive efficiency through automation and process improvements.
• Develop and coach CS teams and team leaders.
• Analyze customer data to identify AI opportunities.

Skills

CX strategy

AI in CX

Operational leadership

Data-driven

Education

Bachelors in Business Admin/IT

Tools

Salesforce

Microsoft Dynamics

Zendesk

Freshdesk

Genesys

Avaya

NICE

Job description

Digital X - Owned By Digital Dewa Single Owner Com is seeking a senior leader to manage end-to-end contact center operations in the UAE. You will drive customer experience strategies, oversee AI-powered CX initiatives, and ensure compliance with CBUAE standards across voice, email, and live chat channels.

The role requires deep expertise in CRM platforms, CX metrics, and AI applications, with a track record of transforming customer journeys through data-driven decisions and technology enablement.