Full-Time
Specialist-Contact Centre Technology
Posted on 2/23/2026
First Abu Dhabi Bank
Leading UAE bank offering global services
No salary listed
Abu Dhabi - United Arab Emirates
In Person
 IT & Security (1) |
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- Minimum Bachelor’s degree, commercial and technical qualifications, and experience required for performing the full duties of the job.
- Graduate with 2 years’ experience within customer service industry.
- General Banking experience with sound operational understanding is mandatory.
- Understanding of Contact Centre technology, such as IVR and web, and workflow management software.
- Business experience on Call Centre, IVR, and CRM, internet and mobile banking.
- Familiar with MS Office, advanced Excel and good in number crunching and analysis.
- Strong analytical skills, and business logic.
- To lead Project handling of Contact Center by raising IT requirements, design new processes and features within the CRM and IVR channel.
- To provide efficient solutions to increase Productivity, First Call Resolution, and increase Net Promoter Score.
- Service migration to self-self-service channels and enabling automation to tasks and processes thus improving team productivity and reducing human errors.
- To manage day-to-day operations of all direct banking channels activities
- As An IVR Channel Owner, one needs to have an astute knowledge on the working dynamics of IVR technologies and ensure the Self-service proposition is kept at par with the demands of Contact centre Business by employing new strategies and solutions that increase Digital Migration.
- To be the first line of support for all Avaya and telecom related issues and work with respective IT stake holders to ensure a smooth functioning of Contact Center telephony Apparatus.
- Supervise work assigned to Team and to ensure that all work within a specific area of the activity is carried out in an efficient manner, which is consistent with operating procedures and policy.
- Lead the team in identification of potential areas of improvements and opportunities of streamline tasks by introducing system automation to increase operational efficiency.
- To enable STP processes for service handling to reduce fulfilment timeliness for an enhanced customer experience.
- In depth understanding of contact centre requirements and work closely with operations team to formalize and author Project BRDs and improvement requirements effectively manage and improve the technology offering at contact centre
- Review and sign off the Functional Service Document (FSD), Technical solution Architectures for BRDs raised and ensure a successful end to end implementation.
- Efficiently Plan and execute UAT with close co-ordination with IT partners to ensure a successfully and steadfast implementation of technology solutions.
- Closely Monitor technology implementations Post Go LIVE to ensure smooth production roll out on Project requirements and change Requests.
- To monitory daily transactions performed over the channels and its reconciliation and fulfilment with Services Providers.
- To supervise and ensure channel related customer complaints and Service Requests are completed within TAT specified.
- To Monitor and execute fulfilment requirements as agreed with SLA laid down by customer experience with agreed service standards.
- To monitor all Contact centre applications and perform daily checks for issues and work with IT stake holders to resolve the issue and avoid large scale customer impact.
- To perform Daily checks on all Contact Center IVR Lines and ensure that all services are functioning optimally.
- To work towards migrating services from a human assisted to the AI based Virtual Agent self-service.
- To check for any Avaya Systems/extension related issue and be the First line of support to address and fix any issues with Soft Phones/Hard Phones are resolved by leasing with IT support teams.
- Monitor UAT test execution cases and what if situation arises and plan for change requests and plan for resolution closely with IT department for fulfilment
- Enhance Customer Relationship Management (CRM) solution for the Bank.
- To supervise Team on productivity standards, Quality Assurance and meet Turnaround time.
- To review Standard Operational Procedures (SOPs) prepared by Team.
- Prepare MIS, meet performance standards and overall Teams achievements
- To establish relationship with clients, senior management and working closely and cordially across all departments
- To monitor proof of GL Internal accounts and supervise Internal service provider accounts
- To ensure Team manages broadcast SMS and Emails for the Bank and take ownership in co-ordination with marketing department.
FAB is the largest bank in the United Arab Emirates, serving individuals, SMEs, large businesses, and governments. It offers a broad range of services including personal, private, corporate and investment banking, wealth and asset management, trade finance, cash management, real estate finance, and Islamic banking, with access to global capital markets. It earns money from interest and fees across its products, and its online and mobile platforms let customers manage their finances digitally. Its goal is to support diverse clients with comprehensive financial services while expanding its international footprint and promoting ESG-aligned lending and energy-transition initiatives.
Company Size
N/A
Company Stage
IPO
Headquarters
Abu Dhabi, United Arab Emirates
Founded
2017
Simplify's Take
What believers are saying
- Payit Universal Account expands regulated digital access for underserved UAE customers.
- DDSC stablecoin settlement opens institutional payments, treasury, and trade use cases.
- Saudi cloud modernization deepens FAB's Islamic banking and regional growth footprint.
What critics are saying
- KSA core-banking migration can disrupt rollout, compliance, and customer service.
- Payit's low-balance accounts face fraud, thin margins, and weak monetization.
- DDSC adoption faces regulatory, operational, and settlement-security execution risks.
What makes First Abu Dhabi Bank unique
- Largest UAE bank, formed in 2017 by NBAD and FGB merger.
- Broad platform spans corporate, personal, private banking, and global markets.
- Strong ESG framework covers climate, sustainable finance, and net-zero 2050 alignment.
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Benefits
Health Insurance
Paid Vacation
Flexible Work Hours
Remote Work Options
Wellness Program
Mental Health Support
Conference Attendance Budget
Professional Development Budget
Stock Options
Company Equity
401(k) Retirement Plan
401(k) Company Match
Stock Options
Family Planning Benefits
Fertility Treatment Support
Adoption Assistance
Company News
IHC executes a deal worth AED 110 million using the stablecoin "DDSC" 22 May 2026 00:55 Abu Dhabi (Al-Ittihad) International Holding Company (IHC) announced the completion of a significant deal worth AED 110 million (equivalent to $30 million), using the stablecoin backed by the UAE dirham "DDSC", via the blockchain network of ADI Foundation, an advanced layer-2 technology developed by the foundation for institutional use. Having recently obtained approval from the Central Bank of the UAE to launch DDSC, this transaction marks an important milestone for the DDSC ecosystem, confirming its operational readiness, scalability, and practical feasibility for executing large-scale institutional transactions. The stablecoin backed by the UAE dirham "DDSC" was launched following a strategic collaboration between IHC, First Abu Dhabi Bank, and Sirius International Holding, based on the blockchain infrastructure of ADI Foundation. This initiative aims to support and facilitate secure, highly efficient digital transactions that comply with regulatory frameworks for institutions, companies, and individuals, enabling efficient and seamless transfer and settlement operations across global markets. Executing a transaction of this size is tangible proof of the strength and efficiency of the infrastructure underpinning both DDSC and the ADI network, moving the initiative from development to actual application and operation. It also confirms the ecosystem's ability to support recurring, large-scale financial flows, including cross-border payments, treasury operations, and trade settlements. This achievement coincides with growing demand for more efficient, transparent, and compliant alternatives to traditional payment channels, especially in emerging markets that continue to face tangible challenges related to processing time, cost, and operational complexities. Sayed Basar Shueib, CEO of IHC, said: "This transaction confirms that the UAE's digital infrastructure is now ready, flexible, and capable of supporting actual institutional-level financial activities. As one of the founding entities of the DDSC ecosystem, IHC is committed to advancing solutions that contribute to developing mechanisms for capital movement across markets. Executing an AED 110 million transaction using the DDSC digital currency via the ADI network is a clear indicator that we have entered a new phase where institutionally designed digital assets are not just feasible solutions but operational ecosystems capable of working at scale." With the practical use of DDSC on the ADI network now underway, the focus will shift toward expanding institutional participation, developing additional use cases, and strengthening cross-border payment and trade corridors to connect the Middle East with major global markets. This achievement bolsters the UAE's position at the forefront of digital asset innovation and reflects the growing role of infrastructure aligned with sovereign directives in shaping the future of the global financial system.
First Abu Dhabi Bank and Mastercard launch an integrated suite of small and medium enterprise cards. Dubai - Al Wahda: First Abu Dhabi Bank (FAB), the UAE's global bank and the largest bank in the United Arab Emirates and one of the world's largest and safest financial institutions, today announced the launch of an innovative three-tier suite of SME cards in partnership with Mastercard. This suite aims to empower SMEs with smart and flexible tools for managing operating expenses, working capital, and day-to-day business payments. The launch responds to the growing need of these businesses to access formal payment channels that help improve cash flows and reduce reliance on cash, checks, and manual transfers. Through integration with FAB's digital business banking services, businesses enjoy better visibility and greater control over payment processes, supporting their growth from startups to expansion-stage companies. With advanced spending controls and real-time monitoring, business owners can maintain financial discipline while benefiting from the flexibility needed to scale in a competitive market. The suite includes three cards designed to meet different business needs: ONYX, Mastercard World Elite: A premium business card that provides exceptional benefits for entrepreneurs and executives. More than just a payment tool, the Onyx card unlocks access to extraordinary experiences, including tailored business benefits and luxury travel and lifestyle privileges, supporting high-value business travel and trade relationships. SILVER: A business credit card ideal for SMEs focused on efficiency, helping to manage cash flows, control expenses, and streamline operational processes smoothly. Mastercard World: A direct debit card linked to the FAB business account, granting immediate access to company funds, with benefits including convenience, security, full control, and exclusive business perks. FAB reaffirms its commitment to supporting SMEs through their growth and expansion stages by providing practical financial solutions and insights to help them operate with confidence. The collaboration with Mastercard reflects a focus on delivering realistic and reliable solutions that meet actual business needs. According to Mastercard, 65 million SMEs were connected to the digital economy between 2020 and 2024, exceeding the target of 50 million, reflecting a deep understanding of how businesses operate today and their local and global ambitions. With integration into the bank's new business app, a dedicated corporate banking platform, these cards will become part of integrated banking solutions that provide comprehensive visibility and control in one place. The suite also offers a global rewards program with exclusive local and international merchant offers, enhancing business savings opportunities.
As a result of this increased demand, AD Ports Group has expanded its banking pool from nine to 18 financial institutions
AD Ports Group has signed an agreement with two prominent UAE banks to refinance its syndicated loan of AED9.175 billion ($2.5 billion)
Dubai Aerospace Enterprise has signed agreements for $2.8 billion in new long-term, unsecured revolving credit facilities, replacing an existing $1.4 billion facility. The new facilities, maturing in March 2031, increase DAE's total revolving credit facility capacity to approximately $4 billion. The facilities comprise $2.3 billion in conventional funding and $500 million in Shari'a-compliant liquidity from 15 global financial institutions. Emirates NBD and First Abu Dhabi Bank acted as coordinators on the conventional facility, whilst Abu Dhabi Islamic Bank arranged the Shari'a-compliant facility. DAE is a global aviation services company with two divisions operating aircraft leasing and maintenance services. The company manages a fleet of approximately 750 aircraft valued at $25 billion, serving over 200 airline customers across more than 80 countries.