Job Title:Senior Manager Contact Centre Operations
Location: Dubai
We are seeking a Senior Manager IT Digital & CX (Contact Center) to lead the strategy, delivery, and operations of the enterprise contact center ecosystem, with primary ownership of the NICE unified contact center platform and its deep integration with Salesforce. This role is responsible for ensuring business continuity, operational excellence, and continuous improvement across all customer interaction channels including voice, digital, messaging, and CRM-driven service journeys.
Objectives of this Role:
- Provide end-to-end ownership of the NICE contact center platform and Salesforce Service Cloud integrations for Voice and Digital.
- Ensure stable, scalable, and secure contact center operations supporting business SLAs and CX KPIs.
- Drive continuous optimization of customer journeys, agent experience, and platform utilization.
- Establish strong operational governance, compliance, and performance monitoring frameworks.
- Build and lead a high-performing team of contact center specialists and support administrators.
Responsibilities:
- Own and manage the NICE contact center platform across voice and digital channels, including routing, IVR, workforce collaboration, analytics, and integrations.
- Lead SalesforceNICE integrations covering CTI, Service Cloud Console, case management, omnichannel routing, and customer data flows.
- Ensure high availability, performance, and resilience of contact center services with clear incident, problem, and change management processes.
- Manage day-to-day contact center IT operations, vendor partnerships, release management, and platform upgrades.
- Define and track operational KPIs including SLA adherence, AHT, FCR, CSAT, and NPS in collaboration with business stakeholders.
- Establish governance frameworks for data privacy, call recording, masking, retention, audit readiness, and regulatory compliance.
- Lead, mentor, and manage a team of contact center specialists and support administrators, including capability building and performance management.
- Partner with Digital, CRM, Business Excellence, and Operations teams to align contact center capabilities with broader CX and digital transformation initiatives.
- Proactively identify automation, AI, and analytics opportunities to enhance agent productivity and customer experience
Requirements
- 8+ years of experience in IT / Digital roles with significant exposure to contact center platforms and CRM ecosystems.
- Proven hands-on and managerial experience with NICE contact center solutions (CXone or equivalent).
- Strong working knowledge of Salesforce Service Cloud, CTI, Omnichannel, and CRM-driven service operations.
- Demonstrated experience in managing contact center operations, integrations, and support teams.
- Strong understanding of contact center metrics, reporting, workforce optimization, and CX analytics.
- Experience managing vendors, budgets, SLAs, and enterprise-scale platforms.
- Excellent stakeholder management, communication, and leadership skills.
- Bachelor's degree in Computer Science, IT, or Certifications is niche-related field.
- Salesforce and/or NICE certifications are preferred
- Experience in real estate or large-scale customer service operations.
- Exposure to unified contact centers, digital transformation programs, and CX optimization initiatives.
- Experience working in multi-entity, multi-geography enterprise environment
