Technical Lead

Job description

Location: 4910 Tiedeman Road, Brooklyn Ohio Location: Hybrid, 2 days in office Department: Contact Center Technology: Experience: 8+ years: Employment Type: Full-Time: 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. The Technical Lead partners closely with product, platform, voice, and operations teams to deliver secure, scalable, and highly reliable self‑service voice solutions on Google Cloud Platform (GCP). This is a senior individual contributor role with delivery accountability, but no people management responsibility. 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. - C...