Technical Lead, Service Center Technology

Guardian Life Insurance•Holmdel Township, NJ

3d•Hybrid

About The Position

Technology Lead, Service Technology Role Summary As a Technical Lead for Service Technology , you’ll serve as the hands-on technical leader for a product or platform within Guardian Life’s Digital & Technology organization. You’ll guide engineers in building secure, scalable, and high-performing solutions, ensuring engineering practices align with Guardian’s architectural and delivery standards. Working closely with Product D\&T Leaders and Product Managers, you’ll translate business outcomes into technical execution and foster a culture of engineering excellence. This role will focus on Customer Service Technology, including platforms such as IVR, virtual assistants, and other customer engagement solutions. Experience developing and leading teams in customer service technology is essential.

Requirements

9–12 years of software engineering experience, including several in a technical leadership role.
Significant experience developing and leading teams in customer service technology.
Working knowledge of platforms such as Genesys, Amelia, CRM, and Oracle Service Cloud.
Strong understanding of AI, Data, APIs, microservices, and distributed systems.
Experience working in cloud-based environments (AWS, Azure, or GCP).
Demonstrated ability to mentor engineers and improve team performance.
Excellent collaboration skills with cross-functional teams in agile settings.

Responsibilities

Lead the design, development, and technical delivery for one or more agile squads.
Define and enforce coding standards, best practices, application support, and test automation strategies.
Manage all team-level dependencies in partnership with the Product Owner.
Continuously look for opportunities to optimize the team.
Collaborate with Product and COEs, Data, AI, Architecture, and QA teams to ensure technical alignment.
Conduct design and code reviews to maintain quality, scalability, support, and security.
Mentor engineers, fostering skill development, technical depth, and professional growth across the team.
Troubleshoot complex issues and implement long-term, sustainable solutions.
Drive adoption of SDLC practices, CI/CD, and cloud-native solutions.
Contribute to technical roadmaps, influencing architecture and modernization decisions.
Write and deploy code or configuration to support the product teams.