Head of Channel Management Systems

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

Manage senior stakeholders, vendors, and strategic partners

Align channel capabilities with customer experience, revenue, and transformation goals

SMSC/SMS Gateway & Firewall architecture, routing, and scalability design

USSD, IVR/Voice, and SDP platforms with service flow and API integrations

Charging (OCS/IN) integration for real-time billing and revenue assurance

End-to-end solutioning, capacity planning, and cost-efficient platform design aligned to business needs

Automation and scripting (Shell/Python/API) for provisioning and deployment efficiency

SMPP (v3.4/5.0), SS7 (MAP/CAP/TCAP), SIGTRAN (M3UA/SCTP), Diameter

HTTP/REST APIs and integration automation scripting

Linux administration and MySQL/PostgreSQL databases

Networking fundamentals (TCP/IP, Load Balancer, DNS, Firewall)

Virtualization, Containers, Kubernetes, and CI/CD pipelines

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