Omnichannel & CMS/CCM Lead - Utilities

TAQA Distribution; Abu Dhabi; Sur place; AED 350 000 - 520 000; Plein temps

Résumé du poste

TAQA Distribution seeks a senior functional specialist to lead and optimize its customer-facing technology ecosystem, covering contact centre solutions, CCM, digital channels, and CMS/DXP. You will govern platform design, ensure seamless omnichannel experiences, and align with business service requirements.

You will drive hands-on configuration, UAT, and integration with CRM and billing systems, while shaping governance for multilingual content and customer communications.

Qualifications

• Minimum 6 years of relevant professional experience.
• Hands-on experience implementing, configuring, and supporting digital channels, CMS/DXP, and contact centre solutions.
• Experience with website and mobile channels, customer communication platforms, and enterprise system integrations.
• Power & Utilities experience in the P&U sector and related digital customer interactions.
• Multilingual content management (Arabic and English).

Responsabilités

• Lead hands-on functional configuration, implementation, support, and continuous improvement of VocalCom contact centre solutions.
• Design and optimize IVR call flows, inbound/outbound routing, agent desktop configuration, and reporting.
• Configure and enhance self-service journeys for bills, payments, service requests and outage reporting.
• Lead CCM platform governance (Doc1 or equivalent) and develop communication templates.
• Implement personalization and multichannel output management across print, email, SMS, PDF and digital channels.
• Define CMS/DXP functional requirements, governance, and multilingual content management.
• Support web self-service portals, mobile apps, chatbots and virtual assistants.
• Integrate with Microsoft Dynamics 365 CRM, Oracle CC&B, identity, payments, and analytics platforms.
• Gather requirements, perform UAT, deployment, cutover, and go-live support.
• Monitor channel performance KPIs and drive continuous improvement across TAQA Distribution’s digital ecosystem.

Connaissances

Digital channels

CMS/DXP

Contact centre

VocalCom

Omnichannel integration

UAT / testing

Power & Utilities experience

Formation

Bachelor's degree in Information Technology

Outils

Microsoft SharePoint

Sitecore

Adobe Experience Manager

Liferay

Optimizely

Microsoft Dynamics 365 CRM

Oracle CC&B

Description du poste

TAQA Distribution seeks a senior functional specialist to lead and optimize its customer-facing technology ecosystem, covering contact centre solutions, CCM, digital channels, and CMS/DXP. You will govern platform design, ensure seamless omnichannel experiences, and align with business service requirements.

You will drive hands-on configuration, UAT, and integration with CRM and billing systems, while shaping governance for multilingual content and customer communications.