Technical Lead

This role involves leading a high-performing team of engineers and analysts to develop Contact Center solutions with customer and agent experience in mind. The team will cover all aspects of the software development lifecycle, with success measured by positive results for business objectives.

The Technical Lead will build partnerships with onshore teams to create, optimize, evolve, and stabilize applications. They will have strong technical expertise in modern automation technologies, leadership, and mentoring skills, strategic planning capabilities, and effective communication and stakeholder management.

• Create and maintain AWS Amazon Connect and Salesforce integrations.
• Develop and implement process models, data types, and user interfaces.
• Work with business analysts and stakeholders to understand requirements and translate them into deliver solution designs and solutions on AWS and SF platforms.
• Enable transformation through AI capabilities for Contact Centers while ensuring foundational operations and enhancements.
• Perform testing and debugging of applications to ensure functionality.
• Provide technical support and troubleshooting and creative thinking and defect resolution.
• Implement, maintain, and enhance applications in a reusable and sustainable way, ensuring high-quality code and performance.
• Consult with architects, technical directors, and product owners on the best strategy and options to meet client and business objectives, driving innovation and optimization.
• Handle application support responsibilities, including break/fix, upgrades, patches, support optimization, continuous improvement, maintaining third-party operated application relationships, and providing second-level support.
• Stay current on industry technology direction and best practices, integrating new trends and technologies into the development process.
• Build and maintain relationships across multiple groups in the organization to influence technology directions and promote effective collaboration.
• Ensure leaders and team members work together to drive performance, delivering high expectations within the values of the organization.
• Mentor and grow developers, fostering a high-performance culture and advocating for necessary cultural changes within the business unit.
• Identify opportunities for processes, training, and systems to retain and transition knowledge, enhancing individual and team effectiveness.
• Collaborate with stakeholders, including product managers and business leaders, to define project goals, scope, and priorities.
• Develop project plans, allocate resources, and monitor progress to ensure on-time and on-budget delivery of software projects.
• Foster a culture of continuous improvement, innovation, and knowledge sharing within the team.
• Oversee code reviews, quality assurance processes, and best practices adherence.
• Address and resolve project-related issues, risks, and escalations. Provide regular project status updates to upper management and stakeholders.

Qualifications:

• Post-secondary degree/diploma in business or computer science, or equivalent experience.

Experience:

• Experience with Modern Technologies: Proficiency in Apex Code, triggers, custom object development, SFDC APIs, Web services, Force.com, Lightning Web Component development, and AWS Amazon Connect, IAM, S3, Lambda, EC2, Cloudwatch, Cloudtrail, and Dynamo.
• Experience with Integrations and an understanding of APIs.
• Deployment tools such as Jenkins, GitLab, and other CICD tools.
• Knowledge of AI capabilities within the AWS and Salesforce platform.
• Industry Experience: A minimum of 6 to 9 years of industry-related experience supporting technology platforms and delivering projects/products to enable business capabilities.
• Experience in Contact center build, modernization, or transformation.
• Leadership Skills: Excellent leadership skills with the ability to inspire and mentor developers, fostering a high-performance culture.
• Adaptability: Ability to deal with ambiguity and flexibility of approach, adapting to changing requirements and environments.
• Relationship Building: Strong relationship-building and influencing skills to manage stakeholders and ensure alignment with business objectives.
• Change Leadership: Experience as a change leader, driving a high-performance culture and advocating for necessary cultural changes within the business unit.
• Operational Improvement: Demonstrated experience in challenging the status quo and identifying areas of operational improvement (people, process, technology).
• Working knowledge of Jira and Confluence is an asset.
• Understanding of Contact Center KPIs or Average Handle Time, Average Wait time, etc. is not applicable.

Skills/Characteristics:

• Hands-On and Strategic Mindset: Ability to be ‘hands-on’ with support while also having a strategic/business mindset.
• Agile/DevOps Methodology: Experience working with Agile/DevOps methodology.
• Complex Environment Experience: Preference for and experience working in a complex, rapidly evolving environment with high expectations for excellence and achievement.
• Technical Problem-Solving: Strong problem-solving skills with the ability to develop effective technical solutions under various constraints.
• Industry Knowledge: Keeping current on industry technology direction and best practices, with a deep understanding of the financial services industry and regulatory compliance.
• Communication Skills: Excellent written and verbal communication skills to prepare communications and interact effectively with all levels, both technical and non-technical, within the organization.