Technology Head - Engagement Platforms
Posted date [2026-05-27]
(ID: 45700)
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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 Description and Requirements
Technology Head - Engagement PlatformsJob Snapshot
* Role: Technology Head - Engagement Platforms
* Location: Abu Dhabi, United Arab Emirates
* Industry: Banking
* Function: IT Project Management
* Experience: 15+ years
* Job Type: Full-time
Position Overview
Technology Head - Engagement Platforms in Abu Dhabi, United Arab Emirates is a Banking technology leadership role focused on CRM, contact center platforms, public websites, ATM and CDM networks, omnichannel integration, and customer engagement transformation. This opportunity is suited for a senior banking technology leader with deep experience in platform strategy, scalable architecture, legacy modernization, vendor management, and delivery of integrated customer journeys across physical and digital banking touchpoints.
Job Details
Country: United Arab Emirates
City: Abu Dhabi
Industry: Banking
Function: IT Project Management
Salary: 55000-80000
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
The Technology Head - Engagement Platforms will lead the strategy, design, delivery, and modernization of customer engagement platforms across the bank. The role covers CRM systems, contact center technologies, voice, chat, video engagement channels, public websites, ATM networks, CDM networks, and related integration with core banking systems and digital channels.
This position is central to building consistent, secure, scalable, and personalized customer experiences across banking touchpoints. The successful candidate will work closely with business units, enterprise architecture, digital banking, infrastructure, security, operations, vendors, and technology teams to define requirements, prioritize enhancements, manage transformation programs, and deliver value-driven platform capabilities.
Key Responsibilities
* Lead the strategy, design, delivery, and continuous improvement of customer engagement platforms across the bank.
* Oversee CRM systems, contact center platforms, voice channels, chat channels, video engagement tools, public websites, ATM networks, and CDM networks.
* Ensure seamless integration of engagement platforms with core banking systems, digital channels, customer data platforms, and enterprise technology services.
* Drive omnichannel capabilities that enable consistent, personalized, and connected customer interactions across physical and digital touchpoints.
* Oversee modernization of legacy engagement systems and support transformation toward cloud-native or hybrid architectures.
* Build scalable, resilient, secure, and high-performing platform architectures that support customer growth and operational reliability.
* Collaborate with business units to define platform requirements, prioritize enhancements, and deliver solutions aligned with customer and business value.
* Work closely with enterprise architecture, security, infrastructure, digital, operations, and other IT domains to align platform decisions with bank standards.
* Manage technology delivery plans, budgets, risks, dependencies, platform roadmaps, and implementation milestones.
* Lead vendor and partner engagement for third-party technology providers, service integrators, and platform delivery partners.
* Review vendor proposals, manage service expectations, monitor delivery performance, and ensure contractual commitments are met.
* Support governance, audit, compliance, data privacy, cybersecurity, and risk management requirements across engagement platforms.
* Track key performance indicators related to platform availability, customer experience, service performance, delivery progress, risk items, and operational stability.
* Identify modernization opportunities that improve customer experience, reduce technical debt, and strengthen platform efficiency.
* Guide teams through solution design, development, testing, deployment, production support, and continuous enhancement.
* Promote collaboration across business and IT teams to ensure customer engagement platforms support strategic banking goals.
* Lead communication with senior stakeholders and provide clear updates on platform strategy, delivery progress, risks, and business outcomes.
Ideal Profile
* Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, Software Engineering, Business Technology, or a related discipline.
* 15+ years of overall technology experience.
* 10+ years of experience in banking or financial services technology.
* Deep knowledge of CRM platforms, contact center technologies, customer engagement systems, digital engagement tools, and service channel platforms.
* Strong understanding of omnichannel banking journeys across branch, phone, chat, video, website, ATM, CDM, mobile, and digital channels.
* Experience building scalable, resilient, secure, and integrated engagement platforms in complex enterprise environments.
* Practical exposure to cloud-native or hybrid architecture transformation, legacy modernization, and platform migration.
* Strong vendor and partner management experience, including third-party technology providers and service integrators.
* Ability to work with senior business leaders, IT teams, enterprise architecture, security, operations, and external partners.
* Strong leadership capability with experience guiding multidisciplinary teams across strategy, delivery, support, and transformation.
* Excellent communication and stakeholder management skills across business and technology functions.
* Strong governance mindset with awareness of banking compliance, cybersecurity, data privacy, audit, and operational risk expectations.
* Delivery-focused, adaptable, commercially aware, and able to manage complex platform programs in a regulated banking environment.
Skills Set
* Customer engagement platforms
* CRM systems
* Contact center technology
* Voice channel platforms
* Chat channel platforms
* Video banking platforms
* Public website platforms
* ATM network technology
* CDM network technology
* Omnichannel integration
* Digital engagement tools
* Core banking integration
* Customer data platform integration
* Platform architecture
* Scalable system design
* Resilient architecture
* Secure platform delivery
* Legacy modernization
* Cloud-native architecture
* Hybrid architecture
* Banking technology leadership
* Vendor management
* Partner management
* Service integrator management
* Technology roadmap
* IT project management
* Customer journey design
* Stakeholder management
* Platform governance
* Risk management
* Compliance awareness
* KPI reporting
* Transformation delivery
Why Join Us
This role offers senior-level exposure to customer engagement technology within a leading Banking institution in Abu Dhabi. It provides the opportunity to shape platforms that directly influence customer experience across CRM, contact center, digital, website, ATM, and CDM channels.
The position is ideal for a banking technology leader who wants to drive omnichannel transformation, modernize customer-facing platforms, manage strategic technology partners, and deliver scalable engagement solutions within a complex financial services environment.
About the Company
First Abu Dhabi Bank (FAB) is one of the UAE’s leading financial institutions, providing a broad range of Banking services across corporate, investment, retail, private banking, and global markets. FAB continues to invest in advanced customer engagement platforms, secure digital infrastructure, and technology-led banking solutions that support innovation, service quality, and long-term growth across the UAE and wider region.
