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.