Principal Lead, Engagement Platforms

Role specific responsibilities:

• Lead the strategy, design, and delivery of all engagement platforms including CRM, contact center systems (voice/chat/video), public websites, and ATM/CDM networks.
• Ensure seamless integration of engagement platforms with core banking systems, digital channels, and customer data platforms.
• Oversee the modernization and transformation of legacy systems to cloud-native or hybrid architectures.
• Drive the implementation of omnichannel capabilities to enable consistent and personalized customer interactions.
• Collaborate with business units to define platform requirements, prioritize enhancements, and deliver value-driven solutions.

Core competencies required (Exp Overall : 15+ Years, Banking 10+ Years):

•Customer Engagement Technology Expertise: Deep knowledge of CRM systems, contact center technologies, and digital engagement tools.

•Omnichannel Integration: Ability to design and manage integrated customer journeys across physical and digital touchpoints.

•Platform Architecture & Scalability: Experience in building scalable, resilient, and secure engagement platforms..

•Vendor & Partner Management: Strong experience in managing third-party technology providers and service integrators.

•Leadership & Collaboration: Strong leadership, communication, and stakeholder management skills across business and IT functions.

General functional responsibilities:

• Provide visionary leadership to cross-functional technology teams, fostering a culture of innovation and agility.

• Continuously benchmark against industry best practices and emerging technologies to maintain competitive advantage.

• Ensure robust IT governance, risk management, and compliance with internal and external regulations

• Foster collaboration with enterprise architecture, security, infrastructure, and other IT domains.

• Track and report on key scorecards indicators (KPIs) including Audit and RISK items.