About the role:
We have embarked on an exciting digital transformation journey to leverage technology as a key business differentiator and a competitive advantage. We are redesigning and reinventing our business processes for sustainable digital future. We are experimenting with new technologies, techniques, and approaches to achieve our business objectives. In this role you will be primarily responsible for managing the technology products and services portfolio for contact centre IT of Qatar Airways IT.
You will be partnering with assigned business departments to identify technology enabled business outcomes, prioritize, and deliver them working closely with product owners, delivery leads, software engineering leads, and external suppliers as appropriate. You will define and implement non-functional requirements such as security, portability, scalability, operability, etc. You will be managing the IT delivery, work programs for the QR Customer Contact Centre IT, IS- Cargo, Airline Operation & Customer Experience.
Your Responsibilities
- Deliver large scale IT programs / projects in alignment with the organization’s strategic plans and objectives.
- Formulating strategy, technical solutions and lead the delivery working closely with the Product Owners for Customer Contact Center or any other airline line of business.
- Lead the selection, deployment, and integration of advanced contact center software applications, leveraging AI-driven features such as virtual assistants, chatbots, sentiment analysis, and predictive analytics.
- Collaborate with cross-functional teams to identify and implement technology solutions to optimize contact center performance and enhance customer experience.
- Work closely with business leaders (VPs and above), in a multi-cultural environment.
- Drive innovation to ensure that solutions drive value to the business.
- Drive communication plan, engage stakeholders across business functions, controlling and reporting progress to the Steering Group/Sponsor and escalating any issues, as appropriate, in a timely manner.
- Identify inter-dependencies between the various stakeholder groups to ensure all are aligned and risks are identified, mitigated and communicated.
- Ensuring appropriately skilled resources are delivering the project and managing the availability and performance of those consultants.
- Oversee and supervise team members, mentor, coach and build technology competence in the delivery resources, manage their career aspirations
- Liaise with external 3rd party suppliers and internal departments / IT teams to collaborate and design and implement robust, secure solutions
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before. Together, everything is possible
Qualifications Knowledge & Experience
- Bachelor Degree with minimum 10 years of job-related experience
- Thorough understanding of the business processes and technology landscape pertaining to Customer Contact Center IT systems would be preferred, since this role will be primarily supporting and managing the IT delivery programs for Customer Contact Center
- Must possess implementation experience Omni channel contact center solution.
- Strong technical expertise in contact center technologies, including but not limited to: telephony systems (e.g., VoIP, SIP), call routing and queuing, CRM platforms, workforce management tools, and reporting/analytics solutions
- Proven track record of successfully leading IT projects and initiatives within a contact center environment, from concept to implementation
- Provide leadership and direction to the delivery teams, work closely with the project managers to manage the Project Schedules / timelines
- Knowledge in Information security standards like ISO 27001, PCI DSS and GDPR.
- PMI or other industry leading certifications around Project Management, Agile methodologies is preferred.
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.
So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community
