Program Manager

3.4

Job Type   /   Job Level

Full-time   /   Others/Any

Job Location

Dubai, Dubai, United Arab Emirates

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Key Responsibilities

Own and govern the Genesys Cloud transformation program across the bank, covering IVR, voice, digital, and omni-channel platforms
Define program vision, roadmap, funding model, milestones, and success metrics aligned to business strategy
Lead and coordinate multiple workstreams including technology, operations, risk, compliance, security, and vendors
Drive migration from Genesys on‑premise platforms to Genesys Cloud ensuring minimal customer and business disruption
Ensure adherence to banking regulatory, audit, data privacy, and information security requirements
Manage senior stakeholders across Retail Banking, Operations, IT, Risk, Compliance, and Executive Management
Oversee vendor, system integrator, and Genesys partner performance including commercial governance
Govern testing, cutover, disaster recovery, operational readiness, and post‑go‑live stabilization
Provide executive‑level reporting, steering committee updates, and regulator‑ready documentation
Ensure long‑term scalability, resilience, and continuous optimization of the contact center platform

Required Skills & Experience

Bachelor’s degree in Engineering, Information Technology, Computer Science, or related discipline
10+ years of experience delivering large‑scale technology programs, preferably within banking or financial services
Proven leadership of IVR, Chat and contact center transformation programs
Strong experience with Genesys platforms such as Genesys Engage or Genesys Cloud CX
Deep understanding of contact center technologies, IVR, call routing and cloud architectures
Strong expertise in program governance, financial management, risk management, and executive communication

Preferred Qualifications

PMP, PRINCE2, SAFe, or Agile certification
Experience delivering cloud migration programs in regulated industries
Strong understanding of BCP, DR, and operational resilience frameworks in banking

Key Competencies

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