Director, Channel & AI Transformation

etisalat UAE

Dubai

In loco

AED 900.000 - 1.500.000

Tempo pieno

17 ore fa

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Descrizione del lavoro

The Director – Channel Management at etisalat UAE will define and drive the strategic roadmap for the telecom contact center, CIM applications, Knowledge Management, IVR, ensuring alignment with the company’s digital and omnichannel strategy. You will lead architecture, processes, and people capabilities to deliver exceptional customer experience and operational efficiency.

Responsibilities include end-to-end contact center transformation, AI-enabled initiatives, vendor management, and

Competenze

Bachelor’s degree in Engineering, Computer Science, Business, or related field.
12–15+ years of experience in care channels or operations in telecom or large-scale services.
Proven track record leading large contact center transformation programs.
Strong understanding of core contact center technologies and vendor management.

Mansioni

Develop and own the multi-year contact center strategy aligned with CX goals.
Lead end-to-end contact center transformation and omnichannel evolution.
Define CIM, Knowledge management, and AI capabilities across care channels.
Oversee vendor selection, contracts, and ongoing management for care solutions.
Drive performance with KPIs, analytics, and governance across care channels.
Coordinate with IT, Marketing, Sales, and Finance for resources and integration.