AVP Technology Lead – Service Center Technologies

LPL Financial•Charlotte, TX

About The Position

We are seeking a strategic and hands-on AVP Technology Lead to architect and deliver next-generation Service Center technologies. This role blends solution architecture, hands-on development, and technology leadership to enable end-to-end servicing experiences for customers and advisors, automate routine tasks, and modernize platforms for scalability and resilience. The ideal candidate will have deep experience in call center infrastructure, cloud-native solutions, CX orchestration, and agentic AI integrations for enabling personalized and seamless servicing journeys. This role is ideal for a modern engineering leader who thrives at the intersection of hands-on solution delivery and strategic technology vision.

Requirements

Bachelor’s Degree in Computer Science, Information Technology, or equivalent.
10+ years of experience in call center platform technologies, including solution architecture and hands-on development.
Hands-on experience implementing third-party platforms for contact center operations and customer experience enablement, such as NICE, Nexidia, Salesforce, CoPilot, or Dynamics.
Experience with JavaScript and Python for building advanced integrations and enhancing platform capabilities.
Strong expertise in microservices, event-driven design, and API-first development.
Demonstrated ability in designing and implementing data architecture for customer experience enablement.
Practical experience with cloud-native servicing platforms, omnichannel systems, workforce management, and reporting frameworks.

Nice To Haves

Experience with GenAI, predictive analytics, and AI-driven personalization.
Experience with security and compliance frameworks for cloud and data architectures.

Responsibilities

Serve as technical leader, solution architect, and hands-on developer working with Agile Product Delivery teams.
Design and implement modern service center architectures, including cloud migration, microservices, and API-first frameworks.
Enable end-to-end experiences by orchestrating customer journeys ensuring continuity across digital and assisted channels.
Drive automation of routine tasks and introduce agentic AI integrations to optimize both customer and advisor interactions.
Demonstrated ability in designing and implementing data architecture for customer experience enablement, ensuring secure, scalable, and compliant data flows.
Lead platform modernization efforts, including redesigning legacy components and implementing advanced call routing and personalization strategies.
Integrate and optimize workforce management and reporting tools to improve operational efficiency and advisor performance.
Collaborate with QA and DevOps to adopt CI/CD, test-driven development, and automation best practices.
Participate in Agile ceremonies and lead engineering forums for design reviews and delivery assignments.
Evaluate and integrate emerging technologies (GenAI, RPA, predictive analytics) to enhance business processes.
Communicate effectively with technical and non-technical stakeholders, influencing strategic decisions and driving adoption.