Contact Center Technical Lead

CrossCountry Mortgage•Minneapolis, SC

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. Working closely with Product Management and cross-functional partners, the role translates business challenges into scalable technical solutions across platforms and systems such as Five9, IVR/IVA, custom applications, CRM, Salesforce Marketing Cloud (SFMC), outbound dialing, and enterprise integrations. The role leads and mentors engineers and technical professionals while contributing hands-on to technical design, development, testing, deployment, and production support as needed. It establishes engineering best practices, evaluates architecture and implementation approaches, resolves complex technical issues, supports system optimization, and ensures solutions align with organizational objectives, company policies, security standards, and regulatory requirements. The position also works with business and technology teams to improve processes, operational efficiency, and customer experience.

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 and 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 platforms and systems supporting contact center operations, 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 a team of engineers and technical professionals, providing direction, guidance, and performance support.
Establish and promote engineering best practices so solutions are reliable, secure, maintainable, and aligned with organizational objectives.
Oversee system integration efforts and support the ongoing optimization of contact center technologies and related applications.
Evaluate technical approaches and make architecture, design, and implementation recommendations.
Troubleshoot and resolve complex technical issues affecting contact center platforms and integrations.
Contribute to technical design, development, testing, deployment, and production support activities as needed.
Ensure compliance with applicable 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.