Senior Workflow & Contact Center Technology Lead

Daimler Truck•Charlotte, NC

4d•Hybrid

About The Position

As a Senior Workflow & Contact Center Technology Lead, you will serve as a senior technical authority responsible for designing, building, and evolving DTFS’s workflow and contact center platforms, with a strong focus on Pega-based case management, decisioning, and Five9 contact center technologies. This Band 92 role blends hands-on Pega development and architectural oversight with team guidance. You will contribute directly to solution design, code, and implementation while supervising and mentoring other developers to ensure high-quality, scalable, and compliant solutions. The role partners closely with business stakeholders, product owners, and IT leadership to translate business requirements into robust, enterprise-ready platforms. We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected. We Take Care of Our Team Pay offered dependent on knowledge, skills, and experience Benefits include annual bonus program; 401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age; starting at 4 weeks paid vacation; 15 calendar holidays; 8 weeks paid parental leave; employee assistance program; comprehensive healthcare plans and wellness programs; onsite fitness (at some locations); tuition assistance and volunteer paid time off; short-term and long-term disability plans. What You Drive at DTFS Serve as the senior technical lead for Pega-based workflow and contact center platforms, providing Lead System Architect(LSA)-aligned architectural guidance and hands-on development support. Design, develop, and enhance Pega applications, including case lifecycles, flows, data pages, integrations, UI rules, decision logic, and Pega AI features, following platform best practices. Strong understanding of business processes in financial services or captive finance environments and the ability to translate business requirements into scalable technical solutions. Lead code reviews, enforce design standards, and act as a technical authority on solution architecture and quality across the Pega development team. Remain hands-on with complex feature development, integrations, performance tuning, and API development for Pega and external systems. Lead design and development of APIs, Axway integrations, batch processes, and database-driven solutions, ensuring seamless data flow and integration with Pega workflows and contact center platforms. Supervise, mentor, and guide PEGA and contact center developers, ensuring adherence to engineering, security, and quality standards. Lead the integration of contact center technologies (e.g., Five9), with PEGA applications, troubleshoot and provide support for any production issues. Collaborate with Architecture, Security, Compliance, and Infrastructure teams to ensure solutions meet non-functional requirements including security, scalability, resiliency, and regulatory compliance. Support release planning, deployments, and production readiness, including defect resolution, Production support, performance monitoring using Pega Diagnostic Cloud (PDC), root-cause analysis, and proactive platform stabilization. Contribute to platform strategy and roadmap discussions by identifying opportunities to modernize workflows, increase automation, and leverage Pega and contact center capabilities. Ability to communicate complex technical topics clearly and confidently in IT leadership and governance forums. Familiarity with Pega AI, decisioning, and intelligent automation capabilities.

Requirements

Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related field and 5-7 years of relevant experience or 8 years of relevant experience in lieu of degree
8–12 years of experience in BPM, workflow, or enterprise application development, with deep hands-on experience in Pega and object-oriented programming (Java).
Experience working within the DTFS IT landscape or similar large, integrated enterprise environments is a strong plus.
Hands-on experience integrating contact center platforms (e.g., Five9) with Pega-based workflows.
Experience with API design and development (RESTful services), AXway integrations, batch processes, and system-to-system communications.
Knowledge of databases, including data modeling, query optimization, and performance considerations.
Commitment to continuous learning and upskilling with emerging technologies.

Nice To Haves

Pega certifications (CSA, CSSA, LSA) – nice to have.
Experience presenting architectural designs, solution approaches, and technology strategies to senior IT leadership.
Hands-on experience supporting large-scale customer service or collections platforms in regulated environments.
Strong understanding of call center operations, agent tooling, and customer experience optimization.
Proficiency in platform performance monitoring and tuning using tools like Pega Diagnostic Cloud (PDC).

Responsibilities

Serve as the senior technical lead for Pega-based workflow and contact center platforms, providing Lead System Architect(LSA)-aligned architectural guidance and hands-on development support.
Design, develop, and enhance Pega applications, including case lifecycles, flows, data pages, integrations, UI rules, decision logic, and Pega AI features, following platform best practices.
Strong understanding of business processes in financial services or captive finance environments and the ability to translate business requirements into scalable technical solutions.
Lead code reviews, enforce design standards, and act as a technical authority on solution architecture and quality across the Pega development team.
Remain hands-on with complex feature development, integrations, performance tuning, and API development for Pega and external systems.
Lead design and development of APIs, Axway integrations, batch processes, and database-driven solutions, ensuring seamless data flow and integration with Pega workflows and contact center platforms.
Supervise, mentor, and guide PEGA and contact center developers, ensuring adherence to engineering, security, and quality standards.
Lead the integration of contact center technologies (e.g., Five9), with PEGA applications, troubleshoot and provide support for any production issues.
Collaborate with Architecture, Security, Compliance, and Infrastructure teams to ensure solutions meet non-functional requirements including security, scalability, resiliency, and regulatory compliance.
Support release planning, deployments, and production readiness, including defect resolution, Production support, performance monitoring using Pega Diagnostic Cloud (PDC), root-cause analysis, and proactive platform stabilization.
Contribute to platform strategy and roadmap discussions by identifying opportunities to modernize workflows, increase automation, and leverage Pega and contact center capabilities.
Ability to communicate complex technical topics clearly and confidently in IT leadership and governance forums.
Familiarity with Pega AI, decisioning, and intelligent automation capabilities.

Benefits

annual bonus program
401k company contribution with company match up to 6% as well as non-elective company contribution of 3 - 7% depending on age
starting at 4 weeks paid vacation
15 calendar holidays
8 weeks paid parental leave
employee assistance program
comprehensive healthcare plans and wellness programs
onsite fitness (at some locations)
tuition assistance and volunteer paid time off
short-term and long-term disability plans