Senior Contact Center Tech Lead - Architecture & Automation

CrossCountry Mortgage, LLC; United States; On-site; USD 140,000 - 200,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K

Short-term disability

Employee assistance program

Wellness program

Job summary

CrossCountry Mortgage is seeking a Contact Center Technical Lead to guide design, development, and deployment of contact center technologies across Five9, IVR, CRM, SFMC, and related systems.

You will partner with Product Management, mentor engineers, and drive best practices to improve reliability, security, and performance while supporting business goals. Strong leadership and mortgage sector experience are highly valued.

Qualifications

• Bachelor’s degree in computer science, information technology, engineering, or related field, or equivalent practical experience.
• 8+ years in technology, application development, systems integration, or solution architecture.
• 3+ years leading technical teams, engineering initiatives, or complex projects.
• Strong understanding of contact center technology and operations.
• Experience designing and implementing multi-system integrations and APIs.

Responsibilities

• Lead the design, development, implementation, and support of contact center technology solutions.
• Provide technical leadership for platforms and systems supporting contact center operations (Five9, IVR/IVA, CRM, SFMC, outbound, interfaces).
• Collaborate with Product Management to translate business requirements into scalable solutions.
• Mentor a team of engineers, establish engineering best practices, and drive performance.
• Oversee system integration efforts and optimize contact center technologies and related apps.

Skills

Lead technical teams

Contact center technology

APIs & integrations

Cloud platforms (Azure)

Stakeholder communication

Education

Bachelor’s degree in CS/IT/Engineering or equivalent

Tools

Five9

SFMC

Salesforce CRM

Azure

NICE CXone

Job description

CrossCountry Mortgage is seeking a Contact Center Technical Lead to guide design, development, and deployment of contact center technologies across Five9, IVR, CRM, SFMC, and related systems.

You will partner with Product Management, mentor engineers, and drive best practices to improve reliability, security, and performance while supporting business goals. Strong leadership and mortgage sector experience are highly valued.