Lead, Channels, CMS & Contact Centre Solutions Functional

About the role

TAQA Distribution, a subsidiary of TAQA Group distributing electricity and water across Abu Dhabi, Al Ain and Al Dhafra, is hiring a functional lead for its customer-facing technology ecosystem. The role covers contact centre solutions, customer communication management (CCM), digital channels and CMS/Digital Experience Platform (DXP), acting as the senior functional authority for customer channel technology.

Key responsibilities

• Lead functional configuration, implementation, support and continuous improvement of VocalCom contact centre solutions, including IVR flows, call routing, agent desktop, call recording and reporting.
• Configure and improve customer self-service journeys for bill enquiries, payments, service requests, outage reporting and appointment booking.
• Lead configuration and governance of Doc1 or equivalent CCM platforms, and create communication templates for bills, statements, regulatory notices and notifications.
• Implement personalisation, segmentation and multichannel output (print, email, SMS, PDF, digital).
• Evaluate and select a CMS/DXP, define requirements, content governance, multilingual content (Arabic and English) and digital experience standards.
• Support web self-service portals, mobile apps, chatbots and virtual assistants, and optimise omnichannel journeys.
• Configure integrations with Microsoft Dynamics 365 CRM, Oracle CC&B, identity, payment and analytics platforms.
• Lead requirements gathering, business process analysis, functional design, testing, UAT, deployment, cutover and go-live support.
• Monitor KPIs such as AHT, FCR, CSAT, IVR containment, self-service adoption and communication delivery rates.
• Collaborate with Customer Service, Digital, Marketing, Compliance, IT and platform teams, and contribute to the customer channel technology roadmap.

Required profile

• Bachelor's degree in Information Technology or equivalent.
• Minimum 6 years of relevant professional experience.
• Power & Utilities or customer utilities industry experience, including UAT, adoption and vendor delivery.
• Hands-on functional specialist, not a project manager focused mainly on stakeholder management.

Required skills

• Contact centre platforms such as VocalCom, and CCM solutions such as Doc1.
• CMS/DXP platforms such as Microsoft SharePoint, Sitecore, Adobe Experience Manager (AEM), Liferay or Optimizely.
• Omnichannel integration knowledge (CRM, billing, identity, payments, analytics).
• Requirements design, functional configuration, UAT, deployment and troubleshooting.