Technology Head - Engagement Platforms

First Abu Dhabi Bank; Al Ruways Industrial City; On-site; AED 55,000 - 80,000; Full time

Job summary

First Abu Dhabi Bank (FAB) in Abu Dhabi is seeking a Technology Head for Engagement Platforms to lead the strategy and delivery of technology solutions. The role demands deep experience in banking technology, particularly in CRM and customer engagement platforms.

The ideal candidate has at least 15 years of technology experience with a focus on omnichannel systems and integration within high-performance environments. FAB is committed to innovation and delivering exceptional customer experiences through technology.

Qualifications

• 15 years of overall technology experience.
• 10 years of experience in banking or financial services technology.
• Strong leadership capability guiding multidisciplinary teams.

Responsibilities

• Lead the strategy and delivery of customer engagement platforms.
• Oversee CRM systems and contact center platforms integration.
• Manage technology delivery plans and vendor engagement.

Skills

Customer engagement platforms

CRM systems

Contact center technology

Omnichannel integration

Digital engagement tools

Legacy modernization

Platform architecture

Vendor management

Stakeholder management

IT project management

Education

Bachelor's degree in Computer Science or related discipline

Job description

Technology Head – Engagement Platforms

Location: Abu Dhabi, United Arab Emirates

Industry: Banking

Function: IT Project Management

Experience: 15 years

Job Type: Full‑time Position

Role Overview

Technology Head – Engagement Platforms in Abu Dhabi is a banking technology leadership role focused on CRM, contact center platforms, public websites, ATM and CDM networks, omnichannel integration, and customer engagement transformation. The role is suited for a senior banking technology leader with deep experience in platform strategy, scalable architecture, legacy modernization, vendor management, and delivery of integrated customer journeys across physical and digital banking touchpoints.

Job Details

Country: United Arab Emirates
City: Abu Dhabi
Industry: Banking
Function: IT Project Management
Salary: 55,000 – 80,000 (estimated, confirm with employer)
Gender: Any
Candidate Nationality: Any

Key Responsibilities

• Lead the strategy, design, delivery, and continuous improvement of customer engagement platforms across the bank.
• Oversee CRM systems, contact center platforms, voice channels, chat channels, video engagement tools, public websites, ATM networks, and CDM networks.
• Ensure seamless integration of engagement platforms with core banking systems, digital channels, customer data platforms, and enterprise technology services.
• Drive omnichannel capabilities that enable consistent, personalized, and connected customer interactions across physical and digital touchpoints.
• Oversee modernization of legacy engagement systems and support transformation toward cloud‑native or hybrid architectures.
• Build scalable, resilient, secure, and high‑performing platform architectures that support customer growth and operational reliability.
• Collaborate with business units to define platform requirements, prioritize enhancements, and deliver solutions aligned with customer and business value.
• Work closely with enterprise architecture, security, infrastructure, digital, operations, and other IT domains to align platform decisions with bank standards.
• Manage technology delivery plans, budgets, risks, dependencies, platform roadmaps, and implementation milestones.
• Lead vendor and partner engagement for third‑party technology providers, service integrators, and platform delivery partners.
• Review vendor proposals, manage service expectations, monitor delivery performance, and ensure contractual commitments are met.
• Support governance, audit, compliance, data privacy, cybersecurity, and risk management requirements across engagement platforms.
• Track key performance indicators related to platform availability, customer experience, service performance, delivery progress, risk items, and operational stability.
• Identify modernization opportunities that improve customer experience, reduce technical debt, and strengthen platform efficiency.
• Guide teams through solution design, development, testing, deployment, production support, and continuous enhancement.
• Promote collaboration across business and IT teams to ensure customer engagement platforms support strategic banking goals.
• Lead communication with senior stakeholders and provide clear updates on platform strategy, delivery progress, risks, and business outcomes.

Ideal Profile

• Bachelor's degree in Computer Science, Information Technology, Computer Engineering, Software Engineering, Business Technology, or a related discipline.
• 15 years of overall technology experience.
• 10 years of experience in banking or financial services technology.
• Deep knowledge of CRM platforms, contact center technologies, customer engagement systems, digital engagement tools, and service channel platforms.
• Strong understanding of omnichannel banking journeys across branch, phone, chat, video, website, ATM, CDM, mobile, and digital channels.
• Experience building scalable, resilient, secure, and integrated engagement platforms in complex enterprise environments.
• Practical exposure to cloud‑native or hybrid architecture transformation, legacy modernization, and platform migration.
• Strong vendor and partner management experience, including third‑party technology providers and service integrators.
• Ability to work with senior business leaders, IT teams, enterprise architecture, security, operations, and external partners.
• Strong leadership capability with experience guiding multidisciplinary teams across strategy, delivery, support, and transformation.
• Excellent communication and stakeholder management skills across business and technology functions.
• Strong governance mindset with awareness of banking compliance, cybersecurity, data privacy, audit, and operational risk expectations.
• Delivery‑focused, adaptable, commercially aware, and able to manage complex platform programs in a regulated banking environment.

Skills Set

• Customer engagement platforms
• CRM systems
• Contact center technology
• Voice channel platforms
• Chat channel platforms
• Video banking platforms
• Public website platforms
• ATM network technology
• CDM network technology
• Omnichannel integration
• Digital engagement tools
• Core banking integration
• Customer data platform integration
• Platform architecture
• Scalable system design
• Resilient architecture
• Secure platform delivery
• Legacy modernization
• Cloud‑native architecture
• Hybrid architecture
• Banking technology leadership
• Vendor management
• Partner management
• Service integrator management
• Technology roadmap
• IT project management
• Customer journey design
• Stakeholder management
• Platform governance
• Risk management
• Compliance awareness
• KPI reporting
• Transformation delivery

Why Join Us

This role offers senior‑level exposure to customer engagement technology within a leading banking institution in Abu Dhabi. It provides the opportunity to shape platforms that directly influence customer experience across CRM, contact center, digital, website, ATM, and CDM channels. The position is ideal for a banking technology leader who wants to drive omnichannel transformation, modernise customer‑facing platforms, manage strategic technology partners, and deliver scalable engagement solutions within a complex financial services environment.

About the Company

First Abu Dhabi Bank (FAB) is one of the UAE's leading financial institutions, providing a broad range of banking services across corporate, investment, retail, private banking, and global markets. FAB continues to invest in advanced customer engagement platforms, secure digital infrastructure, and technology‑led banking solutions that support innovation, service quality, and long‑term growth across the UAE and wider region.