Contact Center Technical Lead

RoundPoint Mortgage Servicing • Fort Mill, SC

2d

About The Position

The Contact Center Technology & Engineering Lead provides technical leadership for the design, development, integration, and ongoing support of technologies that enable contact center operations and customer experience. Working closely with Product Management and cross-functional partners, this role translates business challenges into scalable technical solutions across Five9, IVR/IVA, custom applications, CRM, Salesforce Marketing Cloud (SFMC), outbound dialing, and integrations with enterprise systems.

The role leads a technology team, guides engineering choices, and ensures solutions are reliable, maintainable, secure, and aligned with business needs. It is a hands-on technical leadership position requiring the ability to work through complex technical problems, design solutions, guide developers, and contribute directly to engineering and troubleshooting when needed. The ideal candidate brings sound technical judgment, strong problem-solving skills, curiosity, a commitment to continuous learning, and an interest in developing technology and people.

RoundPoint Mortgage Servicing LLC is a fully integrated, non-bank mortgage company. It was acquired by Two Harbors Investment Corp. in 2023. The position has regular employee status and minimal travel.

Requirements

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• At least 8 years of experience in technology, application development, systems integration, or solution architecture.
• At least 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 the 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

• Provide technical leadership for the design, development, integration, and ongoing support of contact center technologies.
• Translate business challenges into scalable technical solutions in collaboration with Product Management and cross-functional partners.
• Lead a technology team and guide engineering choices.
• Ensure solutions are reliable, maintainable, secure, and aligned with business needs.
• Design solutions, guide developers, review designs, and contribute directly to engineering and troubleshooting complex issues.
• Support business-critical applications and production technology.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior