Contact Center Technical Lead

RPMS RoundPoint Mortgage Servicing; United States; Remote; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K

Short-term disability

Employee assistance program

Wellness program

Job summary

CrossCountry Mortgage, LLC is seeking a Contact Center Technology & Engineering Lead to drive design, development, and support of our contact center tech stack, enabling best-in-class customer experiences. You’ll work with Product Management to translate business needs into scalable solutions and mentor engineering teams to deliver reliable, secure systems.

Ideal candidates have 8+ years in tech, strong CC tech knowledge, and hands-on architectural experience across Five9, CRM, SFMC, and cloud

Qualifications

• Bachelor’s degree in computer science, information technology, engineering, or equivalent.
• 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 background with reviewing designs, guiding developers, and troubleshooting.
• Experience with mortgage servicing, financial services, or regulated contact center environments is preferred.

Responsibilities

• Lead the design, development, implementation, and support of contact center technology solutions.
• Provide technical leadership for platforms supporting contact center operations, including Five9, IVR/IVA, CRM, SFMC, and integrations.
• Translate business requirements into scalable technical solutions with Product Management and stakeholders.
• Mentor a team of engineers and technical professionals, providing direction and performance support.
• Promote engineering practices to ensure reliable, secure, maintainable solutions.
• Oversee system integrations and optimize contact center technologies and related apps.
• Evaluate approaches and make architecture and design recommendations.
• Troubleshoot and resolve complex issues affecting contact center platforms and integrations.
• Contribute to design, development, testing, deployment, and production support activities.
• Ensure compliance with company policies, security standards, and regulatory requirements.

Skills

Leadership experience

Contact center tech

APIs integration

System architecture

Communication skills

Azure cloud

Education

Bachelor’s degree in CS/IT/Engineering

Tools

Five9

SFMC

CRM systems

Salesforce

Azure

React

JavaScript/TypeScript

Job description

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. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

Position Overview

The Contact Center Technical Lead will support RoundPoint Mortgage Servicing LLC. The Contact Center Technology & Engineering Lead provides technical leadership for the design, development, integration, and ongoing support of technologies that enable contact center operations and customer experience. Working closely with Product Management and other cross-functional partners, this individual helps translate business challenges into scalable technical solutions across technologies including Five9, IVR/IVA, custom applications, CRM, Salesforce Marketing Cloud (SFMC), outbound dialing, and integrations with other enterprise systems.

Job Responsibilities

• 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.

Qualifications and Skills

• 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.

CrossCountry Mortgage, LLC offers robust benefits package: medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

CrossCountry Mortgage, LLC offers MORE than a job, we offer a career.

CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com

California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California applicants.

CrossCountry Mortgage, LLC supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual’s association with a member of a protected group or any other characteristic protected by federal, state, or local law ("Protected Characteristics").

CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org.

Our growth is creating great opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! Our Work Experience is the combination of everything that’s unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it’s our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.