Contact Center Technical Lead

CrossCountry Mortgage, LLC•Minneapolis, MN

About The Position

The Contact Center Technical Lead will support RoundPoint Mortgage Servicing LLC and provide technical leadership for the design, development, integration, and ongoing support of technologies that enable contact center operations and customer experience. In partnership with Product Management and other cross-functional teams, the role translates business challenges into scalable technical solutions involving platforms such as Five9, IVR/IVA, custom applications, CRM, Salesforce Marketing Cloud (SFMC), outbound dialing, and enterprise system integrations. The position includes leading and mentoring engineers and technical professionals, setting engineering best practices, recommending technical architectures and designs, resolving complex issues, and contributing to hands-on development and production support as needed. The role also supports security and regulatory compliance, system performance, operational efficiency, and continuous improvement. Working hours are within the Eastern Standard Time Zone to support the East region.

Requirements

Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.
8+ years of experience in technology, application development, systems integration, or solution architecture.
3+ years of experience leading technical teams, engineering initiatives, or complex technology projects.
Strong understanding of contact center technology and operations.
Experience designing and implementing solutions involving multiple applications and systems.
Experience with APIs, web services, data integration, and application architecture.
Hands-on technical background, including ability to review designs, guide developers, and troubleshoot complex issues.
Experience supporting business-critical applications and production technology.
Strong communication skills and ability to explain technical concepts to business and operational stakeholders.

Nice To Haves

Experience with Five9 or similar cloud contact center platforms such as NICE CXone, Genesys Cloud, or Amazon Connect.
Experience with IVR, intelligent virtual assistants, conversational AI, and outbound dialing platforms.
Experience with mortgage servicing, financial services, or other regulated contact center environments.
Familiarity with Salesforce Marketing Cloud, CRM systems, and customer communication platforms.
Experience with Microsoft Azure, cloud application development, and API-based integrations.
Familiarity with React, JavaScript/TypeScript, and modern web application architecture.
Experience with workflow automation, AI-assisted applications, and agent productivity tools.
Experience working across Product Management, business operations, and IT organizations.

Responsibilities

Lead the design, development, implementation, and support of contact center technology solutions.
Provide technical leadership for contact center platforms and systems, including Five9, IVR/IVA technologies, CRM applications, Salesforce Marketing Cloud, outbound dialing solutions, and enterprise integrations.
Partner with Product Management and cross-functional stakeholders to translate business requirements into scalable technical solutions.
Lead and mentor engineers and technical professionals, providing direction, guidance, and performance support.
Establish and promote engineering best practices for reliable, secure, maintainable solutions aligned with organizational objectives.
Oversee system integration efforts and ongoing optimization of contact center technologies and related applications.
Evaluate technical approaches and recommend architecture, design, and implementation decisions.
Troubleshoot and resolve complex technical issues affecting contact center platforms and integrations.
Contribute to technical design, development, testing, deployment, and production support as needed.
Ensure compliance with company policies, security standards, and regulatory requirements.
Collaborate with business and technology teams to identify process improvements and technology enhancements.
Monitor system performance and support continuous improvement initiatives to improve operational efficiency and customer experience.