e& Enterprise
Manager ā Self Care & Technology
- Permanent
- Ajman, United Arab Emirates
- Experience 5 - 10 yrs
Report job as expired
Job expiry date: 30/06/2025
Job overview
Date posted
17/05/2025
Location
Ajman, United Arab Emirates
Salary
AED 30,000 - 40,000 per month
Experience
5 - 10 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
30/06/2025
Job description
e& Group (formerly Etisalat) is seeking an innovative and strategic Manager ā Self Care & Technology to lead the digital transformation of customer self-service experiences. This role is critical in driving the virtualization of customer interactions across channels such as voice (101), chatbots, WhatsApp, apps, and web. The selected candidate will define and execute a cutting-edge AI and customer experience strategy, backed by deep analytics and smart technology adoption, to optimize customer satisfaction, reduce operational costs, and improve digital engagement metrics across B2B and B2C verticals.
Required skills
Key responsibilities
- Design and execute an AI-led digitization strategy for virtual channels in both B2C and B2B environments
- Lead digital transformation across mobile, web, chatbot, and voice channels (101, WhatsApp, 181)
- Guide end-to-end AI design cycles focused on user accessibility and seamless experience
- Conduct journey mapping to improve non-assisted customer experience
- Evaluate and implement next-gen technologies including Gen AI and OpenAI integrations
- Identify friction points and use advanced analytics to propose impactful digital improvements
- Develop KPIs and performance dashboards to monitor success of digitization efforts
- Continuously iterate on technology and content based on data insights and user feedback
- Manage technology development and training for intelligent platforms like Virtual Advisors
- Collaborate with internal teams in analytics, marketing, CIT, and product to deliver unified CX solutions
Experience & skills
- Bachelorās degree in Computer Science, AI, Data Science, or Telecommunications
- 5+ years experience in customer management within telecommunications
- 5+ years experience with AI technologies including NLP, machine learning, and emotion detection
- Hands-on experience with platforms such as Avaya, Cisco, NICE, Aspect, and chatbot engines
- Knowledge of telecom contact center systems and automation platforms
- Strong analytical, leadership, and project management skills
- Experience designing and implementing intelligent customer care systems
- Excellent cross-functional collaboration and stakeholder communication abilities
- Ability to manage innovation lifecycles and scale technologies for business impact
