Senior Lead Contact Center Tech – Voice, Video & Chat

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 350,000 - 750,000; Full time

Job summary

First Abu Dhabi Bank is seeking a senior technology leader to orchestrate the Contact Center Technology platforms, ensuring seamless integration with core banking systems and customer data platforms. The role focuses on modernizing legacy systems toward cloud-native or hybrid architectures and delivering omnichannel capabilities for personalized customer interactions.

The candidate will partner with business units to define platform requirements, prioritize enhancements, and drive value-driven

Qualifications

• 12+ years of overall IT experience with 8+ years in banking.
• Deep knowledge of contact center technologies.
• Ability to design omnichannel customer journeys across physical and digital touchpoints.
• Experience in building scalable, secure contact center architectures.
• Strong leadership and stakeholder management across business and IT.

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 the implementation of 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

Customer engagement tech

Omnichannel integration

Platform architecture & scalability

Vendor & partner management

Leadership & collaboration

Job description

First Abu Dhabi Bank is seeking a senior technology leader to orchestrate the Contact Center Technology platforms, ensuring seamless integration with core banking systems and customer data platforms. The role focuses on modernizing legacy systems toward cloud-native or hybrid architectures and delivering omnichannel capabilities for personalized customer interactions.

The candidate will partner with business units to define platform requirements, prioritize enhancements, and drive value-driven