Commercial Bank of Dubai (CBD), a leading financial institution with over 50 years of experience in the UAE, is seeking a skilled Assistant Manager – Omnichannel and Contact Centre Automation to support its digital transformation strategy. This full-time, on-site position in Sharjah focuses on delivering cutting-edge cloud-based omnichannel and CRM solutions for the Contact Centre. The successful candidate will collaborate with cross-functional teams to improve customer experience, manage platform enhancements, and ensure seamless adoption of new technologies.

Key Responsibilities:

• Manage the implementation and enhancement of omnichannel and CRM platforms for the Contact Centre.

• Conduct design thinking workshops with Contact Centre teams to gather and define business requirements.

• Coordinate with the PMO and technology teams to translate business needs into actionable deliverables.

• Lead backlog prioritization, feature delivery, and functional documentation for contact centre systems.

• Develop and implement change management strategies, including training and onboarding support.

• Serve as a Subject Matter Expert (SME) for contact centre automation platforms.

• Monitor project timelines, risks, and dependencies for successful execution.

• Collaborate with stakeholders across Digital, Operations, and Technology teams to ensure strategic alignment.

Requirements:

• Bachelor’s degree in Information Technology or Business Management.

• Minimum 8 years of experience in digital transformation, product management, or business analysis.

• Proven experience in project delivery and team leadership within technology-focused roles.

• Expertise in CRM and omnichannel platforms such as Salesforce, Microsoft Dynamics, Freshworks, Genesys, NICE CXone, Avaya, or CISCO.

• Strong knowledge of APIs, microservices, and other relevant technical terminologies.

• Familiarity with Agile project methodologies.

• Background in the financial services sector is preferred.

• Consulting experience is a plus.

About the Company:
Commercial Bank of Dubai (CBD) is recognized as a digital innovation leader in the UAE’s financial sector. Ranked as the #1 bank in the UAE by Forbes in 2022, CBD offers a modern work environment, award-winning digital services, and is dedicated to customer excellence and employee growth.