Principal Lead, Engagement Platforms - Emiratised

Role Specific Responsibilities

• Lead the strategy, design, and delivery of all engagement platforms including CRM, contact center systems (voice/chat/video), public websites, and ATM/CDM networks.
• Ensure seamless integration of engagement platforms 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.

• Customer Engagement Technology Expertise:
  Deep knowledge of CRM systems, contact center technologies, and digital engagement tools.
• 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 engagement platforms.
• 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.

• 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.