Lead, Channels, CMS & Contact Centre Solutions Functional

Job Summary

Lead the functional design, configuration, implementation, governance, and continuous improvement of TAQA Distribution’s customer-facing technology ecosystem, covering contact centre solutions, customer communication management (CCM), digital channels, and CMS/Digital Experience Platform (DXP). Act as the senior functional authority for customer channel technology, ensuring seamless omnichannel customer experiences, effective platform integration, and alignment with business and customer service requirements.

Responsibilities

• Lead hands-on functional configuration, implementation, support, and continuous improvement of VocalCom contact centre solutions.


• Design and optimize IVR call flows, inbound/outbound call routing, skills-based routing, agent desktop configuration, call recording, and contact centre reporting.


• Configure and enhance customer self-service journeys for bill enquiries, payments, service requests, outage reporting, and appointment booking.


• Lead the configuration and governance of Doc1 or equivalent Customer Communication Management (CCM) platforms.


• Develop and maintain customer communication templates for bills, statements, regulatory notices, service correspondence, and customer notifications.


• Implement customer communication personalisation, segmentation, and multichannel output management across print, email, SMS, PDF, and digital channels.


• Lead the functional evaluation and selection of a CMS/Digital Experience Platform (DXP), including requirements definition, vendor assessment, solution comparison, and implementation recommendations.


• Define CMS/DXP functional requirements, content governance, content lifecycle management, multilingual content management (Arabic and English), and digital experience standards.


• Support the implementation and enhancement of web self-service portals, mobile applications, chatbots, and virtual assistants.


• Design and optimize omnichannel customer journeys across contact centre, web, mobile, chatbot, email, SMS, and document communication channels.


• Configure and support integrations with Microsoft Dynamics 365 CRM, Oracle CC&B, identity, payment, and analytics platforms.


• Lead requirements gathering, business process analysis, functional solution design, configuration, development, testing, UAT, deployment, cutover, and go‑live support.


• Perform hands‑on system configuration, functional testing, integration testing, regression testing, troubleshooting, and defect resolution.


• Manage platform enhancements, vendor delivery, release coordination, and continuous improvement initiatives.


• Ensure customer channel platforms align with enterprise architecture, data privacy, security, accessibility, and organizational governance requirements.


• Develop and maintain functional specifications, process maps, configuration documents, test scripts, and user documentation.


• Monitor channel performance KPIs, including Average Handle Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), IVR containment, digital self‑service adoption, and communication delivery rates.


• Collaborate with Customer Service, Digital, Marketing, Compliance, IT, and platform teams to resolve issues and deliver customer experience improvements.


• Provide functional guidance, user training, adoption support, and post‑implementation assistance.


• Contribute to the customer channel technology roadmap and ensure alignment with TAQA Distribution’s digital transformation and customer experience objectives.

Key Criteria

• Hands‑on Digital Channels, CMS & Contact Centre Experience: Proven experience in functional development, configuration, implementation, testing, and support of customer‑facing technology platforms.


• CMS/DXP Expertise: Experience with Microsoft SharePoint, Sitecore, Adobe Experience Manager (AEM), Liferay, Optimizely, or equivalent platforms.


• Contact Centre & CCM Expertise: Experience with VocalCom or equivalent contact centre platforms, IVR configuration, call routing, and Doc1 or equivalent customer communication management solutions.


• Omnichannel Integration: Strong understanding of customer journeys, digital self‑service, CRM, billing, identity, payments, and analytics integrations.


• Implementation & Support: Practical experience in requirements design, functional configuration, UAT, deployment, troubleshooting, user adoption, and vendor delivery management.


• Power & Utilities Experience: Critical requirement — experience in the Power & Utilities (P&U) or customer utilities sector, with an understanding of utility customer service processes and digital customer interactions.


• Hands‑on Technical Capability: Seeking a functional specialist actively involved in system configuration, development, implementation, and testing—not a Project Manager focused primarily on stakeholder management, status reporting, and workshops.


• Bachelor’s degree in Information Technology or an equivalent qualification.


• Minimum 6 years of relevant professional experience.


• Hands‑on experience implementing, configuring, and supporting digital channels, CMS/DXP, and contact centre solutions.


• Experience with website and mobile channels, customer communication platforms, and enterprise system integrations.


• Power & Utilities/user utilities industry experience, including UAT, adoption, and vendor delivery management.

Desired Requirements

• Advanced experience with Microsoft SharePoint, Sitecore, Adobe Experience Manager (AEM), or equivalent CMS/DXP solutions

About TAQA Distribution

TAQA Distribution is a subsidiary of TAQA Group and is responsible for the distribution of electricity and water services across Abu Dhabi, Al Ain, and Al Dhafra. Serving millions of customers through an extensive network of infrastructure assets, we are dedicated to delivering reliable, efficient, and sustainable utility services that support the UAE's growth and prosperity.

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