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

About the role

First Abu Dhabi Bank is hiring an Emiratised Senior Lead for its Contact Center Technology team, covering voice, video and chat. The role provides visionary leadership to cross-functional technology teams and ensures robust IT governance, risk management and compliance with internal and external regulations. It also tracks and reports key performance indicators, including audit and risk items.

Key responsibilities

• Lead the strategy, design and delivery of all Contact Center Technology platforms, including voice, video and chat.
• Integrate the Contact Center Technology platform with core banking systems, digital channels and customer data platforms.
• Modernize legacy systems toward cloud-native or hybrid architectures.
• Drive omnichannel capabilities so customers receive consistent, personalized interactions.
• Work with business units to define platform requirements, prioritize enhancements and deliver value-driven solutions.
• Benchmark against industry best practices and emerging technologies, and collaborate with enterprise architecture, security and infrastructure teams.

Required profile

• Overall experience of 12+ years, with 8+ years in banking.
• Strong leadership, communication and stakeholder management skills across business and IT functions.
• Experience managing third-party technology providers and service integrators.