Contact Center Technical Lead

Position Summary The Contact Center Technology & Engineering Lead provides technical leadership for the design, development, integration, and ongoing support of technologies that enable contact center operations and customer experience. Working closely with Product Management and other cross-functional partners, this individual helps translate business challenges into scalable technical solutions across technologies including Five9, IVR/IVA, custom applications, CRM, Salesforce Marketing Cloud (SFMC), outbound dialing, and integrations with other enterprise systems. This role will lead a technology team, guide engineering choices, and ensure solutions are reliable, maintainable, secure, and aligned with business needs. The ideal candidate combines strong technical judgment and problem-solving skills with a curious mindset, a passion for continuous learning, and a genuine interest in developing both technology and people. This is a hands-on technical leadership position and must be comfortable working through complex technical problems, designing solutions, guiding developers, and contributing directly to engineering and troubleshooting when needed. Key Responsibilities Required Qualifications