Head of Contact Center Technology
Posted date [2026-04-27]
(ID: 44553)
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As the largest bank in the UAE, FAB has taken decisive steps as a regional pacesetter in the financial industry to bind both ambition and action together to accelerate the pace of positive environmental change. As the first bank in the MENA region to have committed to a target of net-zero emissions by 2050, we're making advances across our own operations in addition to walking alongside our clients as their strategic partner to ensure they can achieve their climate goals.... |
Job Snapshot
Role: Head of Contact Center Technology
Location: Abu Dhabi, United Arab Emirates
Industry: Banking
Function: Information Technology
Experience: Senior leadership experience in contact center technology and banking platforms
Job Type: Full-time
Position Overview
Head of Contact Center Technology in Abu Dhabi, United Arab Emirates is a high-impact hiring opportunity within the Banking industry for professionals specializing in Information Technology, platform transformation, and customer service innovation. This role supports First Abu Dhabi Bank by leading the strategy, modernization, and governance of contact center technology platforms across voice, video, chat, and omnichannel banking services.
Job Details
Country: United Arab Emirates
City: Abu Dhabi
Industry: Banking
Function: Information Technology
Salary: 30000-45000
ONLY if salary is NOT provided: Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer.
Gender: Any
Candidate Nationality: Any
Job Type: Full-time
Role Context
This position is responsible for shaping the future of customer interaction platforms by ensuring advanced, secure, and scalable contact center technology solutions across the bank. The selected professional will drive platform transformation, strengthen governance, and improve customer experience through seamless digital integration and high-performance operational delivery.
Key Responsibilities
* Lead the strategy, design, and delivery of all Contact Center Technology platforms including voice, video, and chat services
* Provide visionary leadership to cross-functional technology teams while fostering innovation, agility, and continuous improvement
* Ensure seamless integration of contact center platforms with core banking systems, digital channels, and customer data platforms
* Drive modernization of legacy systems toward cloud-native or hybrid technology architectures
* Implement omnichannel capabilities to deliver consistent and personalized customer interactions across all service channels
* Collaborate with business units to define platform requirements, prioritize enhancements, and deliver measurable business value
* Maintain strong IT governance, operational resilience, and compliance with internal and external regulatory standards
* Partner with enterprise architecture, infrastructure, cybersecurity, and other IT functions for aligned technology delivery
* Track and report on key performance indicators including audit findings, risk items, and platform performance scorecards
* Continuously benchmark against industry best practices and emerging technologies to maintain competitive advantage
Ideal Profile
* Bachelor’s degree in Information Technology, Computer Science, Engineering, or related discipline
* Advanced degree or relevant enterprise technology certifications are an advantage
* Strong senior leadership experience in contact center technology, enterprise platforms, and banking operations
* Proven expertise in omnichannel platforms, customer engagement systems, and digital transformation programs
* Strong understanding of cloud-native architecture, hybrid systems, and enterprise integration frameworks
* Experience managing governance, audit readiness, and technology risk controls within financial services
* Excellent stakeholder management and leadership skills across business and technical teams
Skills Set
* Contact center technology platforms
* Information Technology
* Omnichannel customer experience
* Voice video and chat platforms
* Core banking integration
* Cloud-native architecture
* IT governance and compliance
* Technology modernization
* Enterprise platform strategy
* Risk and KPI management
Why Join Us
* Join one of the UAE’s leading financial institutions driving large-scale banking innovation
* Lead strategic transformation across critical customer service technology platforms
* Work in a high-visibility leadership role with strong executive engagement
* Competitive salary package with excellent long-term career progression opportunities
* Gain exposure to enterprise-wide digital transformation and next-generation banking technology
* Build a senior leadership career with a bank known for innovation, scale, and operational excellence
About the Company
First Abu Dhabi Bank is the UAE’s largest bank and one of the world’s leading financial institutions, providing a full range of corporate, retail, investment, and private banking services. Headquartered in Abu Dhabi, FAB combines strong regional expertise with global reach, delivering innovative financial solutions and trusted customer relationships across the Middle East and international markets.
