Contact Center Technical Lead

🔥 1 minute ago

❄️ Minnesota, South Carolina, +1 more states – Remote

❄️ Minnesota – Remote 🌴 South Carolina – Remote 🤠 Texas – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 10%

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CrossCountry Mortgage, LLC

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💸 Finance

💰 $400M Debt Financing on 2021-11

Finance

CrossCountry Mortgage, LLC is one of America’s leading retail mortgage lenders, providing a range of mortgage solutions for homebuyers, homeowners looking to refinance, and those seeking home equity loans. They offer a comprehensive suite of services including home purchase loans, mortgage refinancing, and home equity lines of credit (HELOC). The company prides itself on helping clients navigate the home buying process with ease, whether they are first-time buyers or seasoned investors. Known for their competitive interest rates and efficient loan processing, CrossCountry Mortgage aims to support their clients in achieving their home ownership and financial goals.

📋 Description

• Lead the design, development, implementation, and support of contact center technology solutions • Provide technical leadership for platforms and systems supporting contact center operations, including 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 activities • Ensure compliance with company policies, security standards, and regulatory requirements • Collaborate with business and technology teams on process improvement and technology enhancement • Monitor system performance and support continuous improvement to improve operational efficiency and customer experience

🎯 Requirements

• Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience, required • 8+ years of experience in technology, application development, systems integration, or solution architecture, required • 3+ years of experience leading technical teams, engineering initiatives, or complex technology projects, required • Strong understanding of contact center technology and operations, required • Experience designing and implementing solutions involving multiple applications and systems, required • Experience with APIs, web services, data integration, and application architecture, required • Hands-on technical background with the ability to review designs, guide developers, and troubleshoot complex issues, required • Experience supporting business-critical applications and production technology, required • Strong communication skills and the ability to explain technical concepts to business and operational stakeholders, required • Experience with Five9 or similar cloud contact center platforms such as NICE CXone, Genesys Cloud, or Amazon Connect, preferred • Experience with IVR, intelligent virtual assistants, conversational AI, and outbound dialing platforms, preferred • Experience with mortgage servicing, financial services, or other regulated contact center environments, preferred • Familiarity with Salesforce Marketing Cloud, CRM systems, and customer communication platforms, preferred • Experience with Microsoft Azure, cloud application development, and API-based integrations, preferred • Familiarity with React, JavaScript/TypeScript, and modern web application architecture, preferred • Experience with workflow automation, AI-assisted applications, and agent productivity tools, preferred • Experience working across Product Management, business operations, and IT organizations, preferred

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • 401(k) • Company-provided short-term disability • Employee assistance program • Wellness program • Robust benefits package • Career development opportunity

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