Contact Center Technical Lead

This is a fully remote position, open to applicants in Minnesota, +2 more states.

📋 Description

• Lead the design, development, implementation, and support of technology solutions for the contact center.

• Provide technical guidance for platforms and systems that facilitate contact center operations, including Five9, IVR/IVA technologies, CRM applications, Salesforce Marketing Cloud, outbound dialing solutions, and enterprise system integrations.

• Collaborate with Product Management and cross-functional teams to convert business requirements into scalable technical solutions.

• Mentor and lead a team of engineers and technical professionals.

• Establish and advocate for engineering best practices to ensure reliable, secure, and maintainable solutions.

• Supervise system integration initiatives and enhance contact center technologies and associated applications.

• Assess technical methodologies and provide recommendations for architecture, design, and implementation.

• Diagnose and resolve intricate technical issues impacting contact center platforms and integrations.

• Participate in technical design, development, testing, deployment, and production support processes.

• Ensure adherence to company policies, security standards, and regulatory obligations.

• Work alongside business and technology teams to drive process improvements and technology advancements.

• Monitor system performance and promote continuous improvement to enhance operational efficiency and customer satisfaction.

⛳️ Requirements

• A bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience is required.

• At least 8 years of experience in technology, application development, systems integration, or solution architecture is required.

• A minimum of 3 years of experience leading technical teams, engineering projects, or complex technology initiatives is required.

• A strong understanding of contact center technology and operations is required.

• Experience in designing and implementing solutions that involve multiple applications and systems is required.

• Proficiency with APIs, web services, data integration, and application architecture is required.

• A hands-on technical background with the capability to review designs, guide developers, and troubleshoot complex challenges is required.

• Experience in supporting business-critical applications and production technology is required.

• Excellent communication skills with the ability to articulate technical concepts to business and operational stakeholders is required.

• Familiarity with Five9 or similar cloud contact center platforms such as NICE CXone, Genesys Cloud, or Amazon Connect is preferred.

• Experience with IVR, intelligent virtual assistants, conversational AI, and outbound dialing platforms is preferred.

• Background in mortgage servicing, financial services, or other regulated contact center environments is preferred.

• Knowledge of Salesforce Marketing Cloud, CRM systems, and customer communication platforms is preferred.

• Familiarity with Microsoft Azure, cloud application development, and API-based integrations is preferred.

• Understanding of React, JavaScript/TypeScript, and modern web application architecture is preferred.

• Experience with workflow automation, AI-assisted applications, and tools to enhance agent productivity is preferred.

• Experience collaborating across Product Management, business operations, and IT organizations is preferred.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k)

• Company-provided short-term disability

• Employee assistance program

• Wellness program

• Robust benefits package

• Career development opportunity