SENIOR MANAGER - DIGITAL CONTACT CENTER SOLUTIONS

Duncan & Ross; Riyadh; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading consulting firm in the Riyadh region is seeking a Senior Manager for Digital Contact Center Solutions to drive the design and optimization of innovative contact center technologies. The ideal candidate will have proven experience in the government sector, strong technical skills, and a focus on improving citizen services. This role offers a chance to impact customer experience through modern solutions and transformation projects.

Qualifications

• Proven experience in designing and implementing contact center solutions.
• Strong technical background in infrastructure and systems integration.
• Solid business acumen to align strategy with organizational objectives.

Responsibilities

• Lead the design and implementation of technology-driven contact center solutions.
• Transform citizen services within the government sector.
• Ensure seamless integration of cloud-based platforms and AI.

Job description

Role Overview

We are seeking a Senior Manager, Digital Contact Center Solutions to lead the design, implementation, and optimization of modern, technology-driven contact center solutions. This role will play a key part in transforming citizen services and customer experience within the government and public sector, ensuring seamless integration of cloud-based platforms, AI, automation and omnichannel capabilities.

Responsibilities

• Proven experience in designing, implementing, and operating modern contact center solutions (including cloud-based platforms, AI, automation, and omnichannel integrations).
• Strong technical background, with hands-on knowledge of infrastructure, systems integration, and digital platforms.
• Solid business acumen, able to align contact center strategy with organizational objectives and deliver measurable improvements in customer experience.
• Demonstrated experience leading large-scale transformation projects, preferably within the government sector.
• Expertise in vendor and stakeholder management, performance measurement, and KPI frameworks.
• Previous consulting or advisory role with a government entity is highly desirable.
• Excellent communication, leadership, and problem-solving skills.

Vertical

Technology