Tech Lead - Contact Center Technology Team

Location:

4910 Tiedeman Road - Brooklyn, Ohio 44144

Join the Voice & Chat Automation / Contact Center Delivery group as Tech Lead -  full stack. Be part of a team that is working on a major modernization effort, revolving around exciting new technologies, like Google Contact Center AI, UJET, NICE and Pindrop. The Tech Lead  will be responsible for leading building platform components for a mission critical Contact Center within KeyBank. We are looking for an experienced Tech Lead  to join our development team, lead the development efforts, help team aligned with technical guidelines as per architecture, troubleshoot and help team during issues and  mentor others.

In this role, you will be responsible for the overall development and implementation of contact center cloud platform. Your responsibilities will extend from designing system architecture to high-level programming, performance testing, systems integration and working with various stakeholders.

Essential Job Functions:

• Must be comfortable working in an agile team environment
• Must be able to work with Product Owner, Scrum master and cross functional teams as a product team to achieve single goal
• Must be able to work with different stakeholders to understand the business needs
• Must be able to lead implementation of development aligning with architecture
• Mentor team members and help in troubleshooting
• Will need to design software system architecture.
• Implement scalable web services, cloud functions, applications, and APIs
• Develop and maintain internal software tools
• Troubleshooting and bug fixing
• Identifying bottlenecks and improving software efficiency
• Collaborating with the cloud team on developing micro-services.

Required Qualifications:

• Education/Certifications: Bachelor’s Degree or equivalent work experience required
• 10  years of experience in full stack development

Must haves

• Typescript / nodejs web services (REST)
• Experience with Google cloud projects (GCP) and Kubernetes
• Experience with Jenkins cloud deployments CI/CD
• Experience with Agile development process
• Experience with both Relational DB (SQL) and cloud SQL
• React Framework experience
• Experience with Kubernetes and docker

Nice to haves

• Contact Center experience a huge plus
• Experience with Dialogflow CX a plus

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $75,400 to $140,000 annually depending on job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance. Please click here for a list of benefits for which this position is eligible.

Please click here for a list of benefits for which this position is eligible.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.

Job Posting Expiration Date: 09/02/2024

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

 

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