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Contact Center Technical Lead
CrossCountry Mortgage, LLC. Lead the design, development, implementation, and support of contact center technology solutions .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading the design and implementation of contact center technology solutions, with a strong focus on Five9, IVR/IVA technologies, and CRM applications. Proven ability to mentor technical teams, optimize system integrations, and ensure compliance with security standards and regulatory requirements.
Highest-signal resume keywords
Five9 Contact Center SolutionsIVR/IVA TechnologiesAPI-Based IntegrationsTechnical LeadershipCloud Application Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Application DevelopmentSystems IntegrationSolution ArchitectureData IntegrationTechnical TroubleshootingWorkflow AutomationConversational AIOutbound Dialing PlatformsModern Web Application ArchitectureMicrosoft Azure
Soft Skills
Strong Communication SkillsMentoringCollaboration
Tools & Technologies
Salesforce Marketing CloudCRM SystemsContact Center PlatformsNICE CXoneGenesys CloudAmazon Connect
Industry Keywords
Mortgage ServicingFinancial ServicesRegulated Contact Center Environments
Tech Stack
Tools & technologiesAzureCloudJavaScriptReactTypeScript
About the role
Key responsibilities & impact- Lead the design, development, implementation, and support of contact center technology solutions
- Provide technical leadership for Five9, IVR/IVA technologies, CRM applications, Salesforce Marketing Cloud, outbound dialing solutions, and enterprise system 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
- Establish and promote engineering best practices for reliable, secure, maintainable solutions
- Oversee system integration efforts and optimize 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
- Ensure compliance with company policies, security standards, and regulatory requirements
- Collaborate with business and technology teams to identify process improvement and technology enhancement opportunities
- Monitor system performance and support continuous improvement to improve operational efficiency and customer experience
Requirements
What you’ll need- Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience
- 8+ years of experience in technology, application development, systems integration, or solution architecture
- 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 with 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
- 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
Benefits
Comp & perks- Medical, dental, and vision insurance
- 401(k)
- Company-provided short-term disability
- Employee assistance program
- Wellness program
- Robust benefits package
- Career development and growth opportunities