Remote Contact Center Tech Lead (Five9, CRM, SFMC)

CrossCountry Mortgage, LLC; Fort Mill, Minneapolis, Coppell (SC, MN, TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, vision

401K

Wellness program

Job summary

CrossCountry Mortgage, LLC is seeking a Contact Center Technical Lead to guide design, development, and support of our contact center tech stack including Five9, IVR/IVA, CRM and SFMC. You will partner with Product Management to translate business needs into scalable technical solutions and mentor a team of engineers.

The role demands 8+ years in technology, strong leadership, and hands-on ability to review designs, troubleshoot complex issues, and ensure security and reliability.

Qualifications

• Bachelor’s degree in CS/IT/Engineering or equivalent experience.
• 8+ years in technology, integration, or solution architecture.
• 3+ years leading technical teams and projects.
• Strong understanding of contact center tech and operations.

Responsibilities

• Lead design, development, implementation, and support of contact center tech solutions.
• Provide technical leadership for platforms such as Five9, CRM, SFMC, and integrations.
• Translate business requirements into scalable technical solutions with stakeholders.
• Mentor engineers, establish engineering best practices, ensure security and reliability.
• Oversee system integration efforts and optimize contact center technologies.

Skills

Team leadership

Systems integration

Technical mentoring

Communication skills

Education

Bachelor's degree

Tools

Five9

Salesforce Marketing Cloud

Salesforce CRM

Azure

Job description

CrossCountry Mortgage, LLC is seeking a Contact Center Technical Lead to guide design, development, and support of our contact center tech stack including Five9, IVR/IVA, CRM and SFMC. You will partner with Product Management to translate business needs into scalable technical solutions and mentor a team of engineers.

The role demands 8+ years in technology, strong leadership, and hands-on ability to review designs, troubleshoot complex issues, and ensure security and reliability.