Director, Channel Management

About the role

e& EUAE is looking for a Director of Channel Management in Dubai. The role defines and drives the strategic roadmap for the telecom contact center, CIM applications, Knowledge Management, IVR and the operating model, covering technology, processes, people capabilities and operations. It optimises platforms to deliver a superior customer experience and supports the company's digital and omnichannel strategy.

Key responsibilities

• Own the multi-year contact center strategy and its transformation, and define the evolution of capabilities (voice, chat, email, social, self-service, bots, IVR) to support omnichannel journeys.
• Own the roadmap of CIM and Knowledge Management solutions and the programs that bring AI capabilities into care channels.
• Lead the design, development and operation of care channels (ACD, IVR, CTI, CRM integration, WFM, quality monitoring, analytics) and oversee vendor selection, contracts and management.
• Ensure system architecture is scalable, resilient and secure, and drive automation and AI-enabled features such as intelligent routing and self-service.
• Optimise end-to-end processes (call handling, escalation, complaints, service recovery) and set up SOPs and playbooks across contact center sites.
• Define and cascade KPIs (NPS, CSAT, FCR, AHT, service levels, productivity) and build reporting and analytics frameworks.
• Support the business in defining an AI strategy for customer channels, including use cases, interaction models and governance frameworks.
• Act as main point of contact for senior stakeholders and lead cross-functional governance forums to prioritise channel transformation and AI projects.
• Oversee care channels projects from concept to deployment, applying project and change management methods.
• Lead and develop a team of managers, architects, business analysts and project managers.

Required profile

• Bachelor's degree in Engineering, Computer Science, Business or a related field; Master's preferred.
• 12-15+ years of experience in care channels, customer experience or operations within telecom or similar large-scale service industries.
• Proven track record leading large, complex contact center transformation programs.
• Experience managing vendors, contracts and budgets for technology and services.

Required skills

• Contact center technologies such as Genesys, Avaya, Cisco, NICE, Verint, WFM tools, CRM platforms and Knowledge Management.
• Vendor, contract and budget management.