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

About the role

This Emiratised role leads the strategy, design and delivery of contact center technology platforms covering voice, video and chat within a banking environment. It also provides visionary leadership to cross-functional technology teams, ensuring strong IT governance, risk management and compliance.

Key responsibilities

• Lead the strategy, design and delivery of all contact center technology platforms, including voice, video and chat.
• Ensure seamless integration of the contact center platforms with core banking systems, digital channels and customer data platforms.
• Oversee the modernization of legacy systems toward cloud-native or hybrid architectures.
• Drive the implementation of omnichannel capabilities for consistent, personalized customer interactions.
• Collaborate with business units to define platform requirements, prioritize enhancements and deliver value-driven solutions.
• Benchmark against industry best practices and emerging technologies, and track KPIs including audit and risk items.

Required profile

• Overall experience of 12+ years, with 8+ years in banking.
• Strong leadership, communication and stakeholder management skills across business and IT functions.

Required skills

• Deep knowledge of contact center technologies.
• Ability to design and manage integrated customer journeys across physical and digital touchpoints.
• Experience building scalable, resilient and secure contact center platforms.
• Strong experience managing third-party technology providers and service integrators.