Abu Dhabi Islamic Bank
Contact Center Solutions Senior Technical Analyst – Digital Channels (Outsource)
- Permanent
- Abu Dhabi, United Arab Emirates
- Experience 10 - 15 yrs
Job expiry date: 11/04/2026
Job overview
Date posted
25/02/2026
Location
Abu Dhabi, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
10 - 15 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
11/04/2026
Job description
The Contact Center Solutions Senior Technical Analyst (Outsource) is responsible for leading IT support for digital channels including Contact Center IVR, Genie, Dialer, Chatbanking, Data Voice Recording, ITM Digital Connect, Video Recording, WFM, SMS banking, and UBPS for ADIB. The role involves ensuring 24/7 availability, performance, and security of these applications, managing incidents and tickets, providing technical expertise, proposing improvements, and ensuring adherence to SDLC and IT operational standards. The analyst monitors vendor performance, supports project implementations, facilitates UAT, ensures business continuity, and maintains documentation and security standards, contributing to operational excellence and high customer satisfaction.
Required skills
Key responsibilities
- Provide technical expertise for IT systems related to Contact Center Solutions
- Articulate and document business requirements for projects, change requests, and initiatives
- Manage vendor service levels and quality of development
- Provide technical support, assessments, and reports to the business
- Propose technical recommendations and improvements for systems and processes
- Mitigate risks and close audit points on applications and processes
- Track and manage incidents, problem tickets, projects, BAU requests, and CRs to closure
- Monitor systems to ensure 24/7 availability, performance, and application security
- Facilitate UAT, 'go-live', and post-go-live activities for projects and releases
- Integrate digital channels with IT landscape through APIs and other interfaces
- Provide solution design recommendations aligned with architectural principles
- Conduct system health checks, DR rehearsals, security and technology updates, backups, and maintenance
- Maintain vendor service levels and quality of development
- Prepare periodic reports, dashboards, and ad-hoc requests for stakeholders
- Comply with ADIB IT documentation, process standards, and security policies
Experience & skills
- Minimum 10 years of experience in IT sector in a team leading role
- Previous experience in banking IT supporting digital channels platforms
- Experience in Linux and Unix operating systems
- Experience with SDLC and related methodologies
- Experience in team management and leadership
- Proficiency in programming languages: Java, C++, HTML, Javascript, CSS
- Experience with SQL and Oracle databases
- Excellent troubleshooting and root cause analysis skills
- Strong time management and organizational skills
- Excellent communication skills