Lead AI Engineer

KeyBank; Atlanta (GA); On-site; USD 96,000 - 181,000; Full time

Benefits offered by this job

Flexible work environment

In-office presence options

Incentive compensation eligibility

Job summary

KeyBank is seeking a Technical Lead to design, build, and modernize IVR and Voice Bot platforms within the Contact Center Technology organization. This role provides technical ownership and architectural leadership for complex initiatives while remaining hands-on with design and development.

You will design Node.js / TypeScript microservices for cloud-native, low-latency voice systems on GCP, own end-to-end delivery, mentor engineers, and ensure observability, security, and regulatory compliance

Qualifications

• 8+ years of software engineering experience including 2+ years in a Tech Lead or Lead Engineer role.
• Hands-on experience with Node.js / TypeScript and cloud-native solutions on GCP.
• Strong understanding of microservices architecture, APIs, and distributed systems.

Responsibilities

• Lead solution architecture and technical design for IVR and voice bot initiatives.
• Design and develop Node.js / TypeScript microservices aligned to cloud-native and low-latency voice requirements.
• Own end-to-end delivery for complex features, from design through production.
• Apply agentic AI patterns using Gemini, LangGraph, and LangChain to enhance conversational behavior.
• Collaborate across the contact center technology ecosystem to support call routing, self-service, and agent handoff scenarios.
• Establish and enforce engineering standards, including code quality, testing, and deployment practices.
• Perform code reviews and mentor engineers, raising the overall technical bar.
• Apply SRE principles to ensure observability, resiliency, and production readiness.
• Ensure solutions comply with security and regulatory requirements (PII / PCI).

Skills

Node.js

TypeScript

GCP

Microservices

APIs

Distributed systems

Kubernetes

IVR / voice bots

Collaboration

Communication

Job description

About the Role

KeyBank is seeking a Technical Lead to design, build, and modernize IVR and Voice Bot platforms within the Contact Center Technology organization. This role provides technical ownership and architectural leadership for complex initiatives while remaining hands‑on with design and development.

Location

4910 Tiedeman Road, Brooklyn Ohio

Department

Contact Center Technology

Experience

8+ years

Employment Type

Full Time

Key Responsibilities

• Lead solution architecture and technical design for IVR and voice bot initiatives.
• Design and develop Node.js / TypeScript microservices aligned to cloud‑native and low‑latency voice requirements.
• Own end‑to‑end delivery for complex features, from design through production.
• Apply agentic AI patterns using Gemini, LangGraph, and LangChain to enhance conversational behavior.
• Collaborate across the contact center technology ecosystem to support call routing, self‑service, and agent handoff scenarios.
• Establish and enforce engineering standards, including code quality, testing, and deployment practices.
• Perform code reviews and mentor engineers, raising the overall technical bar.
• Apply SRE principles to ensure observability, resiliency, and production readiness.
• Ensure solutions comply with security and regulatory requirements (PII / PCI).

Required Skills & Qualifications

• 8+ years of software engineering experience, including 2+ years in a Tech Lead or Lead Engineer role.
• Strong, hands‑on experience with Node.js / TypeScript.
• Proven experience designing and delivering cloud‑native solutions on GCP.
• Solid understanding of microservices architecture, APIs, and distributed systems.
• Hands‑on Kubernetes experience, including GKE cluster setup and platform operations.
• Experience with IVR, voice bots, or contact center technologies.
• Strong collaboration skills across engineering, product, and operations teams.
• Excellent technical judgment, communication, and problem‑solving skills.

Preferred Qualifications

• Experience with conversational AI and agentic frameworks (Gemini, LangGraph, LangChain).
• Knowledge of voice flows, call routing, containment, and agent escalation.
• Experience working in regulated or financial services environments.
• Familiarity with CI/CD pipelines, containerization, and Infrastructure as Code.
• Experience working in Agile delivery models at enterprise scale.
• Demonstrated experience with Agentic “Vibe Coding” – rapid prototyping and iterative development using AI‑assisted coding tools, prompts, and agent‑driven workflows.

This position is NOT eligible for employment visa sponsorship for non‑U.S. citizens.

Compensation and benefits: This position is eligible to earn a base salary in the range of $96,000.00 – $181,000.00 annually. Placement within the pay range may differ based on skills, experience and geographic location. Compensation also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives. The company provides benefits which include a flexible work environment and in‑office presence options.

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [e-mail].