First Abu Dhabi BankSenior Lead, Contact Center Tech (Voice, Video & Chat) - Emiratised Role
First Abu Dhabi Bank is hiring a Senior Lead, Contact Center Tech (Voice, Video & Chat) - Emiratised Role in Abu Dhabi, United Arab Emirates. Level rates it ; you can apply on First Abu Dhabi Bank.
Level's read on this job
- On Level's scale, this role is Little AI ●○○○: aI is not part of the work.
- The posting mentions Voice Tech, Chat Platforms and contact center among its tools and skills.
- Level classes it as a senior role.
- First Abu Dhabi Bank has 84 other open roles on Level.
AI in this role
Lead the strategy, design, and delivery of contact center technology platforms including voice, video, and chat in a senior tech role.
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.
How we rate this
Senior Lead, Contact Center Tech (Voice, Video & Chat) - Emiratised Role at First Abu Dhabi Bank rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where contact center was part of your work. What did you do?
- Tell me about a project where omnichannel integration was part of your work. What did you do?
- Tell me about a project where platform architecture was part of your work. What did you do?
- Tell me about a project where vendor management was part of your work. What did you do?
- Tell me about a project where it leadership was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Contact Center, Omnichannel Integration, Platform Architecture, Vendor Management, and It Leadership. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Get your CV reviewed before you apply
Send your CV and the role you want next. Your review arrives by email within 3 days.
Get new AI jobs by email
One email a week, each job rated for how much AI is in the work. No recruiter spam, unsubscribe in one click.
Free.
Similar roles
Other roles that involve little AI, at other companies.
What kind of AI work fits you?
Answer 12 practical questions in about three minutes. Get a simple profile, the work it points to, and live roles to explore next.
Find my next step