Senior Lead Contact Center Technician

About the company

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Life at FAB Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization.

Our values At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globally that rewards your hard work and dedication.

Your tasks

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 scorecard 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.

Requirements

• 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.

What we offer

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.