Contact Center Technical Lead

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 9,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

• →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 (SFMC), 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, providing direction, guidance, and performance support.
• →Establish and promote engineering best practices to ensure solutions are reliable, secure, maintainable, and aligned with organizational objectives.
• →Oversee system integration efforts and support the ongoing optimization of 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 directly to technical design, development, testing, deployment, and production support activities as needed.
• →Ensure compliance with applicable company policies, security standards, and regulatory requirements.
• →Collaborate with business and technology teams to identify opportunities for process improvement and technology enhancement.
• →Monitor system performance and support continuous improvement initiatives to improve operational efficiency and customer experience.

• 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 troubleshooting 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. 

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.