Director, Contact Center Technology & Integrations

RPMS RoundPoint Mortgage Servicing

United States

Remote

USD 140,000 - 190,000

Full time

2 days ago

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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.