Senior Lead, Contact Center Tech (Voice, Video & Chat) - Emiratised Role

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

• Provide visionary leadership to cross-functional technology teams, fostering a culture of innovation and agility.
• Continuously benchmark against industry best practices and emerging technologies to maintain competitive advantage.
• Ensure robust IT governance, risk management, and compliance with internal and external regulations
• Foster collaboration with enterprise architecture, security, infrastructure, and other IT domains.
• Track and report on key scorecards indicators (KPIs) including Audit and RISK items.

General Functional Responsibilities

• Provide visionary leadership to cross-functional technology teams, fostering a culture of innovation and agility.
• Continuously benchmark against industry best practices and emerging technologies to maintain competitive advantage.
• Ensure robust IT governance, risk management, and compliance with internal and external regulations
• Foster collaboration with enterprise architecture, security, infrastructure, and other IT domains.
• Track and report on key scorecards indicators (KPIs) including Audit and RISK items.

Role Specific 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.

Core competencies required (Exp Overall : 12+ Years, Banking 8+ Years):

• Customer Engagement Technology Expertise: Deep knowledge of contact center technologies.
• Omnichannel Integration: Ability to design and manage integrated customer journeys across physical and digital touchpoints.
• Platform Architecture & Scalability: Experience in building scalable, resilient, and secure Contact Center Technology.
• Vendor & Partner Management: Strong experience in managing third-party technology providers and service integrators.
• Leadership & Collaboration: Strong leadership, communication, and stakeholder management skills across business and IT functions.