Omnichannel Contact Center Tech Lead: Voice, Video & Chat

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 450,000 - 750,000; Full time

Job summary

First Abu Dhabi Bank (FAB) is seeking a seasoned technology leader to drive strategic delivery of Contact Center platforms in the UAE. The role requires deep expertise in voice, video, and chat technologies, with strong cross-functional collaboration and governance to ensure security and performance across channels.

The successful candidate will modernize legacy systems to cloud-native or hybrid architectures, enabling a unified omnichannel experience for customers and seamless integration with

Qualifications

• 12+ years of experience in banking technology or a similar financial sector
• Experience leading cross-functional teams and large programs
• Strong knowledge of contact center technologies and platforms
• Proven ability to modernize legacy systems to cloud-native or hybrid architectures

Responsibilities

• Lead the strategy, design, and delivery of all Contact Center Technology platforms including Voice, Video and Chat
• Ensure seamless integration of 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 omnichannel capabilities to enable consistent and personalized customer interactions
• Collaborate with business units to define platform requirements, prioritize enhancements, and deliver value-driven solutions

Skills

Contact center tech

Omnichannel

Platform scalability

Vendor management

Leadership

Job description

First Abu Dhabi Bank (FAB) is seeking a seasoned technology leader to drive strategic delivery of Contact Center platforms in the UAE. The role requires deep expertise in voice, video, and chat technologies, with strong cross-functional collaboration and governance to ensure security and performance across channels.

The successful candidate will modernize legacy systems to cloud-native or hybrid architectures, enabling a unified omnichannel experience for customers and seamless integration with