Senior Contact Center Solutions Lead - Digital Channels

ADIB; Abu Dhabi; On-site; AED 250,000 - 450,000; Full time

Job summary

ADIB is seeking a senior technical analyst to lead IT for digital channels and ensure 24/7 availability of contact center systems. You will manage incidents, track tickets, and drive enhancements across IVR, chat banking, dialer, and related platforms.

The role requires strong leadership, deep technical expertise, and hands-on experience with Linux/Unix, SDLC, and multiple programming languages. You will collaborate with vendors, PMO, and business stakeholders to deliver reliable service.

Qualifications

• Experience in Linux/Unix OS and SDLC.
• Strong team leadership and IT project delivery.
• Proficient in Java, C++, HTML, JavaScript, CSS and SQL/Oracle.

Responsibilities

• Provide technical expertise for IT systems related to Contact Center Solutions.
• Document business requirements for projects, change requests, etc.
• Manage vendor service levels and quality of development.

Skills

Linux/Unix

SDLC

Team leadership

Java

C++

HTML

JavaScript

CSS

SQL

Oracle

Troubleshooting

Communication

Root cause analysis

Time management

Job description

ADIB is seeking a senior technical analyst to lead IT for digital channels and ensure 24/7 availability of contact center systems. You will manage incidents, track tickets, and drive enhancements across IVR, chat banking, dialer, and related platforms.

The role requires strong leadership, deep technical expertise, and hands-on experience with Linux/Unix, SDLC, and multiple programming languages. You will collaborate with vendors, PMO, and business stakeholders to deliver reliable service.