Technical Lead

KeyBank • Brooklyn, OH

2d • Hybrid

About The Position

KeyBank is seeking a Technical Lead to design, build, and modernize IVR and Voice Bot platforms within the Contact Center Technology organization. This role provides technical ownership and architectural leadership for complex initiatives while remaining hands-on with design and development. The Technical Lead partners closely with product, platform, voice, and operations teams to deliver secure, scalable, and highly reliable self‑service voice solutions on Google Cloud Platform (GCP). This is a senior individual contributor role with delivery accountability, but no people management responsibility.

Requirements

• 8+ years of software engineering experience, including 2+ years in a Tech Lead or Lead Engineer role.
• Strong, hands-on experience with Node.js / TypeScript.
• Proven experience designing and delivering cloud‑native solutions on GCP.
• Solid understanding of microservices architecture, APIs, and distributed systems.
• Hands‑on Kubernetes experience, including GKE cluster setup and platform operations.
• Experience with IVR, voice bots, or contact center technologies.
• Strong collaboration skills across engineering, product, and operations teams.
• Excellent technical judgment, communication, and problem‑solving skills.

Nice To Haves

• Experience with conversational AI and agentic frameworks (Gemini, LangGraph, LangChain).
• Knowledge of voice flows, call routing, containment, and agent escalation.
• Experience working in regulated or financial services environments.
• Familiarity with CI/CD pipelines, containerization, and Infrastructure as Code.
• Experience working in Agile delivery models at enterprise scale.
• Demonstrated experience with Agentic “Vibe Coding” — rapid prototyping and iterative development using AI‑assisted coding tools, prompts, and agent‑driven workflows.

Responsibilities

• Lead solution architecture and technical design for IVR and voice bot initiatives.
• Design and develop Node.js / TypeScript microservices aligned to cloud‑native and low‑latency voice requirements.
• Own end‑to‑end delivery for complex features, from design through production.
• Apply agentic AI patterns using Gemini, LangGraph, and LangChain to enhance conversational behavior.
• Collaborate across the contact center technology ecosystem to support call routing, self‑service, and agent handoff scenarios.
• Establish and enforce engineering standards, including code quality, testing, and deployment practices.
• Perform code reviews and mentor engineers, raising the overall technical bar.
• Apply SRE principles to ensure observability, resiliency, and production readiness.
• Ensure solutions comply with security and regulatory requirements (PII / PCI).

Benefits

• Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location.
• Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.
• Please click here for a list of benefits for which this position is eligible.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed