Hybrid Cloud Contact Center Tech Lead

KeyBank; United States; Hybrid; USD 96,000 - 181,000; Full time

Job summary

KeyBank's Voice & Chat Automation / Contact Center Delivery team seeks a Business Tech Manager to lead the development of the enterprise contact center platform, leveraging Google Contact Center AI, UJET, NICE and Pindrop. You will mentor a medium-size delivery team, design system architecture, and drive scalable cloud services and APIs for mission-critical customer and employee experiences.

You will collaborate with cloud and product teams to deliver differentiated contact center capabilities

Qualifications

• Bachelor’s Degree or equivalent work experience.
• Minimum 10 years of experience in development/full stack development.
• Experience leading a medium-size team and mentoring others.

Responsibilities

• Lead development efforts and ensure alignment with architectural guidelines.
• Mentor team members and assist in troubleshooting.
• Design software system architecture and implement scalable web services, cloud functions, applications and APIs.
• Develop and maintain internal software tools and engage with stakeholders to meet business needs.
• Coordinate with product owner, scrum master and cross-functional teams to achieve shared goals.

Skills

Full stack development

Leadership

Project management

Education

Bachelor’s Degree or equivalent

Job description

KeyBank's Voice & Chat Automation / Contact Center Delivery team seeks a Business Tech Manager to lead the development of the enterprise contact center platform, leveraging Google Contact Center AI, UJET, NICE and Pindrop. You will mentor a medium-size delivery team, design system architecture, and drive scalable cloud services and APIs for mission-critical customer and employee experiences.

You will collaborate with cloud and product teams to deliver differentiated contact center capabilities