Senior Lead, Contact Center Tech (Voice, Video & Chat) - Emiratised Role
Abu Dhabi Full-time Senior Video Production
At a glance
Senior Video Production role at FAB |. Abu Dhabi · full-time.
Pay not stated Video Production salary
RoleVideo Production
SenioritySenior
LocationAbu Dhabi
EmploymentFull-time
PostedOct 22, 2026 · 2d ago
Role brief
growthroles summary, based on the employer's posting.
What you'll do
- Set direction and deliver voice, video and chat platforms for contact centers
- Connect contact center platforms with core banking, digital channels and customer data systems
- Modernize older systems toward cloud-native or hybrid designs and introduce joined-up customer interactions
- Work with business teams to shape platform needs, rank improvements and deliver useful solutions
- Coordinate with IT domains and track performance measures, including audit and risk items
What you bring
- At least twelve years of overall experience, including eight or more in banking
- Strong knowledge of contact center technology and experience designing connected customer journeys
- Background building contact center platforms that can scale while remaining resilient and secure
- Experience overseeing external technology providers and service integrators
Who this fits
This senior leadership role suits someone who can guide technology teams and work across business and IT stakeholders. It is an Emiratised position based in Abu Dhabi.
From the employer
General functional responsibilities:
- Provide visionary leadership to cross-functional technology teams, fostering a culture of innovation and agility.
- Continuously benchmark against industry best practices and emerging technologies to maintain competitive advantage.
- Ensure robust IT governance, risk management, and compliance with internal and external regulations
- Foster collaboration with enterprise architecture, security, infrastructure, and other IT domains.
- Track and report on key scorecards indicators (KPIs) including Audit and RISK items.
Role specific responsibilities:
- Lead the strategy, design, and delivery of all Contact Center Technology platforms including Voice Video and Chat
- Ensure seamless integration of Contact Center Technology Platform with core banking systems, digital channels, and customer data platforms.
- Oversee the modernization and transformation of legacy systems to cloud-native or hybrid architectures.
- Drive the implementation of omnichannel capabilities to enable consistent and personalized customer interactions.
Collaborate with business units to define platform requirements, prioritize enhancements, and deliver value-driven solutions.
Core competencies required (Exp Overall : 12+ Years, Banking 8+ Years):
- Customer Engagement Technology Expertise: Deep knowledge of contact center technologies.
- Omnichannel Integration: Ability to design and manage integrated customer journeys across physical and digital touchpoints.
- Platform Architecture & Scalability: Experience in building scalable, resilient, and secure Contact Center Technology.
- Vendor & Partner Management: Strong experience in managing third-party technology providers and service integrators.
- Leadership & Collaboration: Strong leadership, communication, and stakeholder management skills across business and IT functions.
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