Head of Channel Management Systems

Job Summary

Provides strategic leadership and end-to-end ownership of all customer channel platforms across modern and legacy touchpoints, including omnichannel, chatbots, messaging, USSD, SMS, and emerging channels. Drives channel strategy, architecture, engineering excellence, and delivery to enable seamless customer experiences, scalability, and business growth.

Job Responsibilities

• Define and own the enterprise channel management strategy, roadmap, and target architecture
• Lead planning, solutioning, engineering, and delivery of all customer channel platforms
• Ensure seamless integration across digital, core, and network systems
• Govern architecture standards, APIs, security, and operational excellence across channels
• Drive modernization of legacy channels and adoption of new technologies
• Oversee platform reliability, performance, observability, and cost efficiency
• Ma...