Lead Engineer (IVR)

Green Dot•Los Angeles, CA

63d•Remote

About The Position

Green Dot Corporation is seeking a Lead IVR Software Engineer to join the CES team, focusing on building scalable, secure, and resilient systems that enhance customer experience across multiple support channels. The Lead IVR engineer will be responsible for architecting, developing, and maintaining Interactive Voice Responses systems that support customer engagement and operational efficiency. This role blends software engineering leadership with deep domain expertise in telephony, voice applications, and call flow design.

Requirements

Bachelor’s degree in computer science, Information Technology, Telecommunication or related field.
8 + years of experience in software development, with at least 3 years in IVR development and 2+ years in Team leadership.
Strong Proficiency in IVR platforms ( Twilio and M 365 ).
Experience with cloud platforms (e.g., AWS, Azure) and CI/CD pipelines.
Familiarity with tools like Jira, GitHub, Confluence.
Strong grasp of security and privacy standards relevant to customer data handling.
Strong leadership and communication abilities.
Analytical thinking and attention to detail.

Nice To Haves

Certifications in IVR platforms ( e.g. Twilio ) are a plus.
Experience in fintech or customer support technology platforms.
Familiarity with CES operational domains such as escalation management, partner scorecards, and voice of customer programs.
Contributions to open-source projects or technical publications.

Responsibilities

Lead the full software development lifecycle (SDLC) for IVR applications—from requirements gathering to deployment and maintenance.
Lead the design and development of IVR applications using platforms (Twilio or M365 ).
Define and implement best practices for IVR software architecture, coding standards, and system integration.
Build and maintain IVR call flows, prompts, and routing logic.
Integrate IVR systems with backend services, databases, and CRM platforms (e.g., Salesforce).
Ensure high availability and performance of voice applications.
Write, review, and optimize high-quality code using .Net and Azure solutions
Track project progress, manage timelines, and report to senior leadership.
Mentor junior developers and foster a collaborative team environment.
Develop and implement software testing strategies.
Maintain technical documentation and ensure compliance with regulatory and security standards.
Architect and develop backend services and APIs to support CES operations including contact center platforms, escalation workflows, and partner management systems.
Collaborate with cross-functional teams including QA, L&D, and Compliance to ensure seamless integration and performance of CES tools.
Lead technical initiatives to improve SLA adherence, incident management, and root cause analysis systems.
Implement observability and monitoring solutions to ensure system reliability and performance.
Partner with business stakeholders to translate customer journey insights into actionable technical solutions.
Implement intelligent testing frameworks that auto-generate test cases, predict bugs, and enable self-healing.
Leads and builds test automation frameworks using Standard API testing tools for rest-based APIs hosted on Azure cloud.
Integrate test suites into CI/CD pipelines
Leads the creation of test strategy, test planning, and test execution related to all aspects of testing like functional, integration, systems, end-to-end testing, accessibility, database validations and automation.